We're building something from the ground up and we need a leader who thrives in that environment.

Neilson Financial Services is a direct life insurance provider operating across the UK, Canada, Australia and New Zealand. We're growing fast in ANZ, and we're looking for a Head of Customer Care to own and scale our customer operations end to end.

This is a senior leadership role spanning Inbound and Outbound Care, Claims Processing, Complaints Management, Administration and Mail Processing. You'll report to the General Manager and work closely with the Chief Customer Officer.

What you'll be doing

• Lead and develop teams through a genuine scale-up phase, setting clear performance expectations and driving accountability
• Run weekly call calibrations and manage SLAs with insurer partners
• Own resource forecasting, scheduling and workload allocation across the function
• Monitor and continuously improve end-to-end customer care and claims processes
• Manage escalated complaints and complex customer issues through to resolution
• Report on performance metrics to the General Manager and Chief Customer Officer, identifying trends and implementing corrective action
• Act as the interdepartmental subject matter expert, feeding insights back into the business and contributing to Policy Administration System (PAS) improvements

What we're looking for

• Proven senior operational leadership in insurance, with direct experience across life insurance claims processing and customer care
• Strong knowledge of AU and/or NZ life insurance regulation and customer protection requirements
• Experience leading multi-disciplinary teams through change and scale
• Analytically strong; able to generate reports, identify trends and translate data into action
• A track record of managing performance escalations and building high-performance cultures
• Excellent communication skills and a genuinely customer-centric mindset

Why Neilson

This is not a steady-state role. It's an opportunity to shape how customer care operates in a market we're actively growing. If you want ownership, scope, and the chance to build something that lasts then this is worth a conversation. If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

• Lead and develop teams through a genuine scale-up phase, setting clear performance expectations and driving accountability
• Run weekly call calibrations and manage SLAs with insurer partners
• Own resource forecasting, scheduling and workload allocation across the function
• Monitor and continuously improve end-to-end customer care and claims processes
• Manage escalated complaints and complex customer issues through to resolution
• Report on performance metrics to the General Manager and Chief Customer Officer, identifying trends and implementing corrective action
• Act as the interdepartmental subject matter expert, feeding insights back into the business and contributing to Policy Administration System (PAS) improvements

• Proven senior operational leadership in insurance, with direct experience across life insurance claims processing and customer care
• Strong knowledge of AU and/or NZ life insurance regulation and customer protection requirements
• Experience leading multi-disciplinary teams through change and scale
• Analytically strong; able to generate reports, identify trends and translate data into action
• A track record of managing performance escalations and building high-performance cultures
• Excellent communication skills and a genuinely customer-centric mindset

• Proven senior operational leadership in insurance, with direct experience across life insurance claims processing and customer care
• Strong knowledge of AU and/or NZ life insurance regulation and customer protection requirements
• Experience leading multi-disciplinary teams through change and scale
• Analytically strong; able to generate reports, identify trends and translate data into action
• A track record of managing performance escalations and building high-performance cultures
• Excellent communication skills and a genuinely customer-centric mindset