Shape the future of digital customer service at Hollard Opportunity to work with one of Australia’s largest general insurers Flexible role open to applicants based in Melbourne, Brisbane and Perth About the Role Hollard’s Webchat Sales and Service team is part of our Customer Operations department and manages real‑time digital conversations with new and existing general insurance customers, operating in a multi‑chat environment that balances speed, accuracy and personalized service. As the Webchat Team Manager you will oversee a team of digital sales and service consultants, ensuring they meet performance targets across chat handling efficiency, sales conversion, written communication quality and digital customer experience. This role requires strong leadership in a fast‑paced, multi‑threaded digital environment, with a focus on coaching consultants to deliver clear, concise and compliant written communication while driving sales outcomes. Reporting to the Operations Manager, the Webchat Team Manager will take ownership of building and leading a brand‑new digital team, driving performance outcomes while shaping the culture and ways of working from day one. The contact centre operates 7 days a week and the team works on a rotating roster, supporting customers across weekdays and weekends. This role is open to candidates based in Melbourne, Brisbane or Perth. Your Duties and Responsibilities Lead, coach and develop a team of webchat consultants to deliver exceptional digital sales and service outcomes Monitor and drive performance across key digital metrics including chat concurrency, first contact resolution, sales conversion and written communication quality Establish and optimise the foundations of a brand new channel, including workflows, templates, knowledge articles and coaching frameworks Analyse chat transcripts to identify sales opportunities, coaching needs and friction points Manage escalations and support consultants with complex or sensitive digital interactions in real time Foster a positive, high‑performing team culture from the ground up About You Demonstrated leadership experience within a contact centre environment, ideally within financial services Experience managing digital customer service channels, ideally webchat or messaging platforms A passion for building something from scratch, thriving when given a blank canvas and the autonomy to make it your own Strong coaching ability with a focus on written communication, digital tone and structured messaging A continuous improvement mindset and confidence leading teams through change Excellent written and verbal communication skills, strong organizational ability and a genuine work ethic Working at Hollard At Hollard, you’ll discover an environment where you can truly make an impact. We offer the best of both worlds – the opportunity, agility and creativity of a company growing with scale, alongside a focus on becoming a catalyst for enduring, positive, social change. We’re a tight‑knit team, where authentic voices and unique perspectives matter. We work supportively, collaboratively and inclusively to help shape our future and create shared value for our communities. Hollard proudly promotes flexible work including remote work, non‑traditional work patterns, and work‑family balance. We’re also unapologetically committed to creating a workplace that values diversity and inclusivity, actively seeking to hire people from a wide range of lived experiences, including disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity and more. Please note A full background check will be completed on the successful applicant. Hollard conducts police and bankruptcy checks on all new employees. We are not engaging recruitment agencies for this role and ask agencies to respect our policy of no unsolicited contact regarding advertised vacancies. #J-18808-Ljbffr