Team Leader - Sales & Service

Team Leader - Sales & Service Lead, coach and inspire a high-performing Sales & Service team, improving customer outcomes, capability and engagement while delivering strong quality, compliance and commercial results. 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. Department Operations Role Team Leader - Sales & Service Locations Brisbane Office Remote status Hybrid Employment type Full-time About Redion ANZ We are a dedicated team of more than 200 employees located across Australia and New Zealand, with our headquarters in Sydney and operations hub in Brisbane. Supported by a fully in-house assistance operation, Australian-based nurses and doctors available 24/7, and a global network of more than 400 medical professionals, Redion provides critical medical, travel, and emergency assistance services to travellers around the world. We have two direct to market travel insurance products, Tick Insurance and Insure&Go. Both brands are well-established direct consumer brands with more than 10 years presence in the market