Customer Care Specialist

6 days ago

Melbourne City Centre, Australia Guild Group Full time

Job Number:
493669

Work type:
Full Time Permanent

**Location**:
Melbourne (CBD)

Categories:
Customer Service

**Who We Are**

For 60 years, Guild Insurance has been a leader in providing innovative and progressive professional indemnity, business, and personal lines insurance solutions. As we approach our seventh decade, we continue to challenge the status quo and innovate, making this an exciting time to join our team.

At Guild Group, our people are deeply connected to our purpose and motivated by it. Looking ahead, they thrive on challenges and learn from one another. Our team members genuinely care for each other and our customers, making a real difference by supporting the people our communities rely on.

Our comprehensive product suite includes commercial lines such as property, professional indemnity, public and products liability, management liability, motor, and workers compensation, along with personal lines. As an Australian-owned company with a national presence, we provide our customers with local expertise and support.

**The Role**

Reporting to the Customer Care Team Leader, the Customer Care Specialist (PI) will be part of our business insurance team. In this customer-focused role, you will be the first point of contact, offering business insurance solutions to our commercial allied health customers.

You’ll work with allied health providers, such as physiotherapists, chiropractors, dentists, and small fitness centres. By listening to customer queries and concerns, you’ll resolve issues with empathy and professionalism, guiding customers through our products and services to ensure a seamless experience.

Collaboration with cross-functional teams will be essential to ensure customer satisfaction and problem resolution, all within company guidelines.

**About You**

You are a seasoned customer service expert with a client-first mindset. You have experience in the insurance industry in a call/contact centre, claims, or broker role, with a background in business/commercial insurance or professional indemnity insurance.

You have strong written and verbal communication skills and can build effective relationships with customers, colleagues, and stakeholders. Proficiency in Microsoft Office and experience with call centre software or insurance systems is required.

**About the Team**

The Customer Care team is a diverse group of around 20 individuals, divided into three teams: personal lines, professional indemnity, and business insurance. The team meets fortnightly to provide updates and share knowledge. They are friendly, approachable, and enjoy connecting in person each week, with a positive outlook on their work.

Many team members have advanced into roles involving more complex queries, moved into other teams such as claims, or stepped into leadership positions.

**What We Offer**

Guild Group is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees are treated with fairness, dignity, and respect.

We offer:

- Hybrid working arrangements
- Paid parental leave for eligible employees
- An additional paid leave day, on top of your annual leave
- Enhanced long-service leave
- Staff discounts with leading retailers
- An innovative Employee Assistance Program
- Wellbeing initiatives

Visit our website to meet our people and learn more about our business, values, and benefits.

**Advertised**: 07 Feb 2025 AUS Eastern Daylight Time
**Applications close**: 28 Feb 2025 AUS Eastern Daylight Time

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