**Job Title: Customer Support Manager - Work from Home**
**Company:** QBE Insurance
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7+
### Job Description:
QBE Insurance is on the hunt for an enthusiastic and experienced Customer Support Manager to join our dynamic team! In this pivotal role, you will lead our customer support team in delivering exceptional service that embodies the QBE values. This is a unique opportunity to work from home while contributing to an industry-leading insurance organization that values its employees' personal and professional development.
### Key Responsibilities:
1. **Team Leadership:**
- Manage and inspire a team of customer support representatives to meet and exceed performance targets.
- Conduct regular performance evaluations and coaching sessions to foster growth and development within the team.
- Create a positive and inclusive work environment, encouraging open communication and collaboration.
2. **Customer Service Excellence:**
- Develop and implement customer service protocols and best practices to ensure a high level of customer satisfaction.
- Proactively identify and resolve customer issues, escalating when necessary, to maintain service quality.
- Analyze customer feedback to inform ongoing improvements to service delivery and customer experiences.
3. **Process Optimization:**
- Monitor team performance metrics and identify opportunities for process improvements to enhance efficiency.
- Coordinate with other departments to align processes and sustain an exceptional customer experience across all touchpoints.
- Implement technology solutions to streamline support processes and improve customer interaction.
4. **Training & Development:**
- Design and deliver training programs to equip the team with the necessary skills and knowledge.
- Foster a culture of continuous learning by organizing workshops and seminars centered on customer service excellence.
5. **Reporting & Analysis:**
- Prepare and present regular reports on team performance, customer satisfaction, and other key metrics to senior management.
- Conduct root cause analysis of customer complaints and implement corrective measures to prevent recurrence.
6. **Strategic Planning:**
- Collaborate with leadership to develop quarterly and annual strategies for customer support that align with QBE's business objectives.
- Establish and monitor KPIs for the customer support team to support strategic initiatives.
### Requirements:
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:** Minimum of 7 years of experience in customer service management, particularly within the insurance industry.
- **Personality Traits:**
- Energetic and proactive in addressing customer needs.
- Resilient, able to handle challenging situations with a positive attitude.
- **Soft Skills:**
- Exceptional attention to detail, ensuring quality and accuracy in customer support interactions.
- Strong planning skills with the ability to manage multiple priorities effectively.
- **Technical Skills:**
- Proficient in customer relationship management (CRM) software and support tools.
- Adept at using data analytics software to derive insights from customer feedback and performance metrics.
### Benefits:
- Travel and spending expenses covered for relevant work-related needs.
- Life insurance coverage provided to employees for enhanced financial security.
- Relocation allowance for candidates willing to transition to Brisbane.
### Working Environment:
At QBE Insurance, we believe in supporting our employees in both their personal and professional development. Our commitment to continuous improvement and training makes us a great place to grow your career.
### Application Deadline:
Interested candidates are encouraged to apply by ********** **.
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**Equal Opportunity Statement:**
QBE Insurance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
