Sales and Service Team Leader - Pet Insurance

Introduction

Got a knack for bringing out the best in people, and a soft spot for making sure customers (and their pets) are looked after? We're after a Sales and Service Team Leader to lead our contact centre crew, a small, tight-knit team where you'll have real autonomy to shape how things run.

About us

At PD, we're all about Soft Landings, making sure our customers, and our people, always feel supported when it matters most. We believe that Pets Deserve insurance, that looks after them when they need it, but we're also in the business of looking after people.

About the role

You'll lead our 8-person Sales and Service team & as the only Team Leader in this part of the business you'll have the autonomy to run it your way.

Your focus is simple: coach and develop your team so they hit their sales, call quality, customer experience (including NPS) and retention goals, while building a culture where people feel genuinely cared for and free to do their best work.

You're not there to micromanage, you're there to serve your team, clear the way, and help them succeed. And because we're a digital-first business, you'll always be on the lookout for smarter, simpler ways of working including how AI and new tools can take the busywork off your team's plate.

What you'll be doing

• Coaching and developing consultants day to day, so they consistently hit their sales, call quality, CX/NPS and retention targets.
• Listening in on calls and having regular coaching conversations that build skill and confidence.
• Building a performance culture grounded in genuine care for your people & supporting them so they can freely go after their goals.
• Championing our Soft Landings culture of focus and discipline, so customers get an exceptional experience every time.
• Picking up the occasional escalated complaint and resolving it professionally (they don't come around often).
• Constantly looking for ways to lift productivity, simplify processes, and use digital tools and AI to make life easier for your team and your customers.
• Keeping the Head of Operations and teams like Marketing, Product, Pricing and Underwriting in the loop on how the team's tracking and what customers are telling us.
• Rolling your sleeves up and talking to customers when needed to meet service excellence when demand requires it.

What you'll bring

• A few years' experience in sales and service, ideally in financial services or insurance.
• A track record of helping a team hit (and beat) their targets.
• Real coaching, mentoring or leadership capability, you know how to bring the best out of people.
• Sharp analytical and problem-solving skills, and a genuine understanding of great customer service.
• Comfort with digital tools, and curiosity about how AI can help your team work smarter.
• Bonus points for humility, resilience and a healthy dose of intrinsic drive.

Why you'll love it here

You'll get real autonomy over your patch, a small team you can actually get to know, and a culture that means what it says about looking after people, your team and our customers'.

Sound like you?

We'd love to hear from you. Send us your CV and a few lines about why this role's got your attention we're looking forward to meeting you!

Any questions about this PAWESOME opportunity please reach out to Georgi Evans at georgi.evans@pacificins.com.au