Contact Centre Manager Shannons

Contact Centre Manager – Shannons

Job No:

677294

Adelaide Melbourne - Outer Suburbs Various

Permanent Full Time

Insurance Contact Centre

Pay Band 6

Lead a high-performing team in a values‑driven insurance brand

Heatherton VIC & Adelaide SA locations with flexible hybrid working and career development opportunities

Drive customer obsession and operational excellence

Shannons is Australias leading insurance provider for motoring enthusiasts offering more than just protection for classic and collectible vehicles. As Contact Centre Manager you’ll lead Shannons customer‑facing teams to deliver service excellence, drive performance and embed a culture of safety, accountability and continuous improvement. Be part of a leadership team shaping the future of customer service in insurance.

What You’ll Do

Lead and inspire a high‑performing contact centre team driving customer satisfaction and operational excellence

Champion the Ethos Productivity Program to embed best practices and consistent service delivery

Manage change initiatives to ensure smooth transitions and measurable benefits across the centre

Build team capability through coaching, mentoring and professional development

Oversee operational budgets and ensure compliance with internal and external standards

Collaborate across Shannons and Consumer Insurance to align strategy and share best practice

What You’ll Bring

Proven leadership experience in customer service, insurance or contact centre environments

Strong commercial acumen with the ability to balance financial, customer and risk outcomes

Advanced coaching and change‑management skills to lead transformation and capability uplift

Effective communication and influencing skills across diverse stakeholder groups

Experience using customer insights to drive performance and continuous improvement

Ability to manage budgets and to planning

What You’ll Enjoy Access our award‑winning Shine platform – your central hub for exclusive perks, wellbeing support, career development and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.

Hybrid working, flexible leave, 20 weeks paid parental leave and up to 5 days paid flexible leave annually

Paid study support, career breaks, on‑the‑job learning and a $1,000 referral bonus for eligible employees

Free wellbeing coaching, a dedicated Employee Council and confidential EAP access

Discounts at 400 retailers, insurance savings, gym memberships and reduced super fees

Paid volunteer leave, donation matching and unlimited emergency response leave

Performance‑based bonuses and Suncorp shares for eligible employees

Diversity is celebrated through employee resource groups and inclusive policies for all families

Explore our full benefits: Suncorp. We believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible and inclusive culture offering flexible work, career development and internal mobility, and building connected relationships among our team members and with our customers.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact us for a confidential conversation.

To apply for this opportunity please submit your application directly via the link provided.

Advertised:

23 Sep 2025

AUS Eastern Standard Time

Applications close:

23 Oct 2025

AUS Eastern Daylight Time

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