Customer Service Consultant

2 weeks ago

Newcastle, New South Wales, Australia nib NZ Full time
Let's talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value.

nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.


We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary.

Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let's talk about diversity, equity and inclusion

Let's talk about this role


As a Customer Service Consultant, you will support our travellers through their journey with accurate and comprehensive information on nib Travel products and services.

You will get to speak to our excited members as they begin their travel plans, this means many positive and FUN conversations

A typical day could be:

  • Responding to a variety of customer enquires via phone and echannels
  • Assisting customers with queries about products and services, their policy coverage, and policy interpretation.
  • Proactively managing complaints or disputes with a customer focus
  • Communicating across internal teams to ensure swift resolution of traveller matters
  • Maintaining customer records
  • Contributing suggestions to continuous improvement of processes and procedures.


Let's talk about you- Demonstrated experience in a high-pressure customer service environment- Exceptional communication skills and ability to build rapport with customers from around the world- Motivated to achieve targets and KPI's and deliver an exceptional service- Flexible and positive attitude and willingness to embrace change- Availability to work a rotating roster from for 8am to 8pm Monday to Friday.


Must be available to commence employment on the 12th April, 2024 and be able to commit to two weeks training (paid) which will run 9-5pm Monday to Friday.


Your ability to build rapport with our customers coupled with your professional approach will see you succeed in this role.

We are looking for someone who can turn an interaction with a member into an experience they will remember, for all the right reasons

We pride ourselves at nib on delivering world class customer service, and ensuring our members feel valued and supported.

Does this sound like you?

Let's talk about working at nib


Our hybrid working approach means our employees work outside of the office for most of the time with once a week in office.

Our hubs offer workspaces to connect and collaborate for events, meetings, or activities.

To help our employees embrace working outside of the office, we provide financial support to set up and maintain their home workspace.

nib's approach to flexibility is focused on personalisation and giving our employees choice - not only in where they work, but also when and how.

Other benefits to support you at work (and play) include:
Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance- The opportunity to give back to the community through paid leave for volunteering through nib Foundation- Support _your better health_ - whatever that looks for you - through our nib Well Program and corporate fitness discounts- Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits- Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status- 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines.

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.


We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

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