Customer Care Consultant

4 weeks ago

Sydney, Australia nib Group Full time

Customer Care Consultant

**Let's talk about this role**

Let go of the stereotype that comes when you hear the word call centre.

This role sits within our Member Engagement and Retention team working across our proactive retention and health management programs.

This position will see you play an important role within the business with the goal to drive long term member retention and loyalty

You will have meaningful conversations with our members and be there to help "save the day" and our members

This role will see you:

- You will be the voice of nib, representing our brand by providing excellence in customer service
- It is a fast-paced call centre, where you can take up to 60 calls a day
- The environment is very structured, with set Key Performance Indicators (KPIs)
- You will promote nib products and services and drive for first call resolution to queries
- You will create meaningful member experiences, helping nib's members get the best value out of their health insurance
- You will be part of a team that supports one another and celebrates success
- This role will be based in our Newcastle, Sydney and Central Coast hubs

**Let's talk about working at nib Group**
- We are committed to creating a supportive working environment, where you are free to be you.
- We value working flexibly, and that includes providing our people with hybrid working options. You'll need to come into the office one day a week to connect, although we welcome and encourage you to come into our Hubs as often as you like
- You'll be provided with a working from home allowance to help set up and maintain your home workspace
- 50% discount on nib health insurance and 30% off travel insurance
- Employee share plans, short-term incentive program and life and salary continuance insurance benefits
- Give back to the community through paid leave for volunteering
- Support your better health through our nib Well Program and corporate fitness discounts
- 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

**Let's talk about you**
- You are confident in your computer skills and can multi-task and navigate systems whilst speaking with members over the phone
- You can work in a structured and busy environment
- You have previous experience in customer service and can provide exceptional outcomes
- You enjoy interacting with customers over the phone
- You have a willingness to learn and maintain new skills
- You are motivated to achieve set goals and KPIs
- You have a flexible and positive work approach and attitude

**This role will see you work on a rotating roster between 9am-7pm Monday to Friday.**

**You will be available to commence on the 28th June and be able to commit to two weeks of training which will run 9:00 am-5:00 pm.**

**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, travellers and participants 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**

**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.

Job ID JR103121

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