Leading a diverse team with responsibilities that include providing the NSW & Victorian Motor Trade Associations with competitive insurance solutions for all business types and risks. Also leading a small Contact Centre who provide support to various associations and scheme based clients including sports such as AFL & Cricket Australia, as well as providing support and service to our direct brand, THiS Insurance.

As Customer Service Team Leader my key responsibility is to ensure that every interaction with our customers is consistent, empathetic and above all positive. This is driven by my leadership of the JLT Contact Centre in Affinity Schemes. Client Service:Provide a consistently high level of service to clients and management of key income accounts of Affinity through prompt attention to their requests and/or instructions. Contact Centre Management:Coordinate and develop inbound and outbound campaigns in accordance with JLT and legislative requirements. Leadership & Management:Provide assistance, support and management for staff members as appropriate in order to maintain a high standard of service to clients. Ensure individuals and teams meet targets and goals. Reporting:Accurate budget reporting and forecasting on a pre-determined basis. Effective expense management for team within budget perameters.

I lead continuous improvement projects and strategies, with an emphasis on building business relationships and implementation of new ideas and processes.

Training and development of existing and new employees into the business. creation of process and training documentation, front-line support of the business unit for technical enquiries.

Day to day running of the Hotel including but not limited to human resources, ordering and stock taking, staff re-sourcing, state government compliance, OH&S compliance, taxation calculations and auditing.