Company Description

• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times. 
• Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health 
• Flexible work model with a remote setup and optional office access in Melbourne, Sydney, or Brisbane

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services. 

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities. 

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance. 

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer. 

Job Description

Lead a high-performing team at the heart of TAL’s Customer Contact function, where exceptional service and continuous improvement come together to support better outcomes for our customers. This role exists to inspire, coach and elevate a team of Customer Experience Specialists, ensuring every interaction reflects our commitment to care, quality and trust. By fostering a culture of performance, innovation and collaboration, you’ll play a key role in shaping how we serve customers today and evolve for tomorrow - making a meaningful impact on TAL’s purpose of protecting what matters most.

In this role you will:

• Lead the team’s daily, weekly, and monthly operating rhythm, including team huddles, coaching sessions, performance reviews, and development discussions
• Monitor calls and provide constructive feedback to ensure quality and adherence to customer practices
• Drive the transformation from a transactional contact environment to a relationship-based customer experience
• Build and evolve team capability to deliver a best-in-industry customer experience
• Manage escalations effectively, taking accountability for achieving mutually beneficial outcomes
• Develop the skills and leadership potential of senior Customer Experience Specialists
• Support the Contact Centre Manager with administrative tasks and initiatives that foster a high-performing culture

Qualifications

• Demonstrated leadership and management skills, creating a positive, high performing environment
• Well-developed organisational and time management skills, with the ability to prioritise and adapt in a fast-paced environment
• High attention to detail combined with a commitment to quality and consistent customer outcomes
• Strong communication style that builds trust and delivers clear, meaningful conversations with customers and colleagues
• Delegation skills and the ability to prioritise accordingly, handling a variety of tasks
• Effective complaint handling with the ability to resolve problems as they arise in an appropriate manner
• Advanced in Word, PowerPoint, Excel and Outlook

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency from 2014 to 2025 and 2023 to 2026 Bronze Tier Status within the Australian Workplace Equality Index

• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change

• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan. 

• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals with disability/ies, people from culturally diverse backgrounds and the LGBTQ+ community.

• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you. 

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

#LI-Hybrid

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.