Inbound Retention Consultant

**Hybrid Role (Brisbane-based) | Full-Time | Base + Bonus**

Are you confident, resilient, and passionate about helping people? We’re looking for high-energy individuals who thrive in a fast-paced call centre environment and love turning challenges into opportunities. If you’re a natural communicator who can build trust quickly and enjoy uncovering customer needs — this could be the perfect role for you.

**About the Role**
As an Inbound Retention Advisor, you’ll be taking calls from members who are thinking about leaving Bupa. Your goal? To have meaningful, value-led conversations to understand their reasons, explore their needs, and offer a tailored solution that keeps them with us.

This is a rewarding role where you can truly make a difference — but it does require resilience, focus, and the ability to stay motivated throughout the day.

**What You’ll Be Doing**
- Taking inbound calls from members looking to cancel their health insurance.
- Building rapport quickly and having in-depth conversations to understand their reasons for leaving.
- Offering personalised solutions that align with their needs and help retain them as a Bupa member.
- Working to individual and team retention targets in a structured, goal-driven environment.
- Accurately recording call outcomes and following established processes.

**What We’re Looking For**
- Experience in customer service, retention, or contact centre environments.
- Excellent communication skills — you’re confident, empathetic, and solution-focused.
- Resilience and positivity — you bounce back from tough conversations and keep going.
- Strong self-motivation and the ability to stay focused in a structured role.
- Comfortable working with multiple systems and navigating digital tools.

**Our commitment to your development**:
Get this role and for the first four weeks, you’ll be doing an awesome training program that’s going to fully set you up for success We’ve got some super helpful e-learning modules, as well as some product and knowledge training lined up just for you. If you ever get stuck or need some extra help, we’ve got this awesome knowledge base system called “Know-It” that’s kind of like Bupa’s version of Wikipedia for health insurance. It’s seriously top-notch stuff

**Why work at Bupa?**
- We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, well-being, and futures.
- We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.
- We have a brand new lobal employee program which focuses all aspects of health - from mental and physical, to financial, social and environmental wellbeing.
- Just one of the amazing benefits this program has to offer our Contact Centre employee’s is a subsided Health insurance package
- Our employees can also access wide range of benefits: from our own products (incl. health insurance) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).
- We offer an additional annual leave day for you to focus on your wellbeing, as well as an additional volunteer day each you for you to give back to your community

Bupa is an equal opportunity employer. We are committed to ensuring equality in recruitment, development, retention and promotion of staff and that no-one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage. We encourage people from all backgrounds to apply.