Customer Care Specialist

2 weeks ago

Melbourne City Centre, Australia Guild Group Full time

Job Number:
493665

Work type:
Full Time Permanent

**Location**:
Melbourne (CBD)

Categories:
Customer Service

**Customer Care Specialist**

**Full-time Permanent | Hybrid Role**

**Who are we.**

Guild Insurance is Australia's leading provider of insurance solutions for allied healthcare professionals. For over 60 years, we've been providing exceptional products, services, and unparalleled customer experiences driven by a 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 insurance our customers can depend on.

**The Role**

Reporting to the Customer Care Team Leader, the **Customer Care Specialist** will be part of a team of specialists. Working in a call centre environment, you will be the first point of contact to provide customer-first support and assistance for our home, car and pet insurance customers.

You will listen to customer queries and concerns, resolving issues with empathy and professionalism. Guide our customers through our products and services, ensuring they have a seamless experience.

You will collaborate with cross-functional teams to ensure customer satisfaction and problem resolution within our company guidelines.

**About you**

You are a seasoned customer service expert with a strong client first focus. You might have some similar experience within Financial Services or Insurance industries in a call centre role with experience in personal lines (car, home or motor)

You have excellent written and oral communication skills and can build effective relationships with customers, colleagues, and other key stakeholders. You must be proficient in using the Microsoft suite of programs and have experience using call centre software and/or insurance systems.

**About the Team**

The Customer Care team is a large team of approximately 20. They connect fortnightly as a team to provide team updates and share knowledge openly. Overall, they are friendly, approachable and are a tight-knit team that like to connect in person each week in the office and have a very positive outlook on their work.

There are many examples of career progression amongst the team, with many moving onto more complex queries, moving into other teams like claims or step into leadership roles.

**What We Offer**:

- Hybrid working arrangement (2 days in office, 3 days from home)
- Paid parental leave for eligible staff
- An extra day of paid leave in addition to annual leave entitlements
- Enhanced long-service leave
- Staff discounts and offers with leading retailers
- Innovative Employee Assistance Programme
- Wellbeing initiatives

Guild Group is an equal opportunity employer committed to creating an inclusive environment for all employees. We celebrate diversity and treat our people and clients with fairness, dignity, and respect.

**Advertised**: 05 Feb 2025 AUS Eastern Daylight Time
**Applications close**: 19 Feb 2025 AUS Eastern Daylight Time

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