Customer Service Consultant

2 weeks ago

Melbourne City Centre, Australia Guild Group Full time

Job Number:

- 493245

Work type:

- Full Time Permanent

**Location**:

- Melbourne (CBD)

Categories:

- Customer Service

Guild Insurance is Australia’s leading provider of insurance solutions for allied healthcare professionals. For more than 50 years, we’ve been providing exceptional products, services, and unparalleled customer experiences, driven by genuine care for our clients’ professional and financial well-being. With over 140 industry partnerships and 80,000 customers nationally, we are uniquely positioned to offer our customers insurance they can depend on. At the heart of what we do is being there for those our communities rely on.

**Customer Care Consultant**

We’re looking for a new Customer Care Consultant to join us in a permanent role.

If you've had experience in a contact centre in financial services, or a phone-based customer service environment, we'd love to hear from you We want to take your knowledge and help continue to develop your expertise as you work with our specialised insurance products.

We work hybrid so you get the chance to work from home as well as connect with your team in the office. Our core hours are Monday to Friday, and no working on weekends. You'll be the first point resolution of home, motor, and pet customer queries and when possible, provide a well-managed hand off to other areas of the business when required.

**Some of your key responsibilities will be**:

- As a member of the Customer Care Team, contribute to the delivery of the team’s strategic plan and objectives.
- Be a role model and ambassador to others in upholding, the company values, culture, and performance standards, internally and externally on calls.
- First point resolution for customer queries wherever possible with a well-managed handoff to other areas of the business when required.
- Investigation, resolution, or escalation of customer complaints as per company policy in a timely fashion.
- Achieve individual and team service targets.
- Ensure timely Policy maintenance is upheld in line with company guidelines.

**About you**
- **Experience**: Ideally some sales and service in insurance, but we’re also open to experience in other financial services companies in customer-focussed/ phone-based roles.
- **Customer service superstar**: You’ll be on the phone with our clients quite often, however each call you take is unique and will need you to use the product knowledge you’ll build as well as your own proactive decision-making to respond to our clients’ needs.
- **You’re motivated by**: Playing your part in a wider support team. You work independently but also in tandem with your colleagues. Supporting one another in your role and the overarching goals you have as a team.
- **Organised and compliant**:You enjoy processes and regulated industries. You thrive in a fast-moving and organised manner, also ensuring attention to detail is met at the highest consistent level possible.

**Why us?**

We pride ourselves on having an inclusive and productive workplace where we treat our people and our clients with fairness, dignity, and respect.

**We offer**:

- Paid parental leave.
- An extra day of paid leave in addition to your annual leave entitlements (we call this a Personal Enjoyment Day).
- Enhanced long service leave.
- Staff discounts with leading retailers.
- An innovative Employee Assistance Program that provides counselling and support to all staff members and their immediate families.
- Wellbeing initiatives such as health checks and skin checks.
- Hybrid working (we call this #Connect which reflects how we work remotely + in office and = flexibility).

**Next Steps**

**_ We’re also passionate about supporting applicants from under-represented backgrounds. If you’re not sure if you tick all the boxes but want to have a chat, still reach out_**

**Advertised**: 04 Apr 2023 AUS Eastern Standard Time
**Applications close**: 28 Apr 2023 AUS Eastern Standard Time

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