ICF (Australia) Pty Ltd Warranty provides a claim management service for a range of products that have either a manufacturers warranty or an extended warranty.

Reporting to the Warranty General Manager Operations, you will be responsible for managing the Customer Service Team and help drive the outcomes of the business whilst being approachable and hands on.

Reporting to the Warranty General Manager Operations your responsibilities will include:

• Ensuring staff KPI’s are met


• Driving coaching and monitoring


• Queue management


• Continual improvement


• Staff training and development


• Skills gap analysis


• Developing Team Leaders


• Highlighting areas in need of improvement


• Leading 3 Team Leaders and their teams


• Develop training programs

The successful applicant will possess:

• Strong organisational skills


• Training background


• Call centre experience (team leader as a minimum)


• Hands on approach


• Experience in coaching and monitoring


• Skills in conducting a training needs analysis


• Management experience


• Strong interpersonal skills

All applicants are asked to include a covering letter addressing how they fit the above criteria.

If you would like to work in a great working conditions within a friendly team environment and a growing company please apply using the “Apply Now” button and note which position you are applying for.

For further information about ICF (Australia) Pty go to; http://www.icfrith.com.au

• Assist in the team’s growth with the possibility to grow your own portfolio of business through new business, cross and up selling


• Retain existing client base within company standards


• Support the achievement of high levels of client satisfaction through effective administrative support to Account Manager and Account Executive


• Support and develop effective working relationships with insurers as required by Account Manager


• Acquire and maintain an awareness of the client's business and insurance needs, noting all information provided by senior servicing personnel and managers;


• Develop and maintain a technical understanding of all major classes of insurance and specialist services, which the company offers to its clients;


• Develop and maintain an understanding of the core aspects of relevant Insurance and related legislation.

• Tier1 qualifications


• Diploma in Financial Services (Broking) preferable


• Minimum of 5 years experience in Insurance Broking


• Negotiations skills


• Customer Relationship Management skills


• Time & workflow Management skills


• Problem Solving


• Team work


• Computer literacy Microsoft Office


• Experience with broking systems –Sunrise (Knowledge of eGlobal would be advantageous).


• Sound Knowledge and experience of Commercial Property, Liability, Motor Vehicle, Accident & Health and Professional Lines coverages.


• Excellent communication and interpersonal skills.