Role Purpose

The Team Leader - Sales & Service is responsible for leading, coaching and motivating a team of Sales & Service Consultants to deliver strong customer, quality, compliance and commercial outcomes. This role focuses on driving team engagement, capability uplift and performance while fostering a positive, high-performing culture aligned with Redion's values and customer-first approach.

Key Responsibilities

• Lead, coach and develop team members through regular one-on-one meetings, performance discussions and structured coaching sessions.

• Foster a positive and inclusive team culture that encourages collaboration, engagement and accountability.

• Drive team performance against service, quality, compliance and commercial objectives.

• Monitor customer interactions and quality outcomes, providing feedback and support to improve customer experience.

• Manage customer escalations and identify opportunities for continuous improvement across team processes and performance.

• Support recruitment, onboarding and development of new team members.

• Ensure adherence to company policies, operational requirements, risk management obligations and compliance standards.

Key Outcomes & Measures of Success

• Achievement of team service, quality, compliance and commercial KPIs.

• Improved customer satisfaction outcomes and reduction in customer complaints.

• Increased employee engagement, retention and team participation.

• Consistent completion of coaching sessions, one-on-ones and development plans across the team.

• Sustainable improvement in individual and team performance metrics.

• Compliance obligations, reporting requirements and operational activities completed accurately and on time.

• Successful onboarding and capability development of new employees.

Role Requirements & Qualifications

Essential

• Proven leadership and people management experience, ideally within a contact centre, customer service, insurance or travel environment.

• Demonstrated experience coaching, mentoring and developing employees.

• Strong ability to engage, motivate and influence individuals and teams.

• Excellent communication and stakeholder management skills.

• Strong understanding of customer service, quality assurance and performance management principles.

• Analytical problem-solving skills with the ability to utilise data to drive performance improvements.

• High levels of integrity, accountability and commitment to compliance and risk management.

Desirable

• Experience using contact centre platforms and workforce management tools, including Genesys.

• Experience within travel insurance, general insurance, claims or assistance services.

• Exposure to quality assurance programs, coaching frameworks and performance scorecards.

• Experience supporting recruitment, onboarding and induction programs.

• Relevant qualifications in leadership, business, customer service or a related discipline.