Customer Care Specialist

About Guild Insurance

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.

How we'll thrive together

At Guild Group, we thrive together by staying connected to meaningful work and supporting each other to grow. Our people are driven by purpose, curious about what's possible and genuinely care about the impact they make.

We work together to protect those who protect others and we're proud to support the people our communities rely on. Collaboration, respect and continuous learning shape how we show up every day for each other and for our customers.

Here, you'll be part of a team that values your contribution, encourages your development and celebrates your success.

The Opportunity

We are seeking a Customer Care Specialist to join our friendly and collaborative Customer Care Team. In this role, you will be the first point of contact for our home and pet insurance customers, providing support and guidance with empathy and professionalism. You will play a key part in ensuring our customers have a seamless experience, resolving queries and concerns efficiently and effectively.

As a valued team member, you will contribute to the delivery of our strategic objectives and uphold our company values. You will also have the opportunity to identify new business opportunities and support our ongoing commitment to quality and compliance.

Key Responsibilities

• Deliver exceptional customer service by resolving queries at first contact whenever possible and managing handovers when required.
• Investigate, resolve, or escalate customer complaints in line with company policy and within agreed timeframes.
• Achieve individual and team service and sales targets by identifying cross-sell and up-sell opportunities.
• Apply underwriting guidelines within your delegated authority and ensure timely policy maintenance.
• Comply with call handling and quality assurance standards to meet regulatory and company requirements.
• Stay up to date with regulatory changes and alert your Team Leader to any potential risks or breaches.
• Collaborate with internal teams such as Underwriting, Claims, and Operations to ensure customer satisfaction.
• Undertake other duties as required by your leader.

About You

• Proven experience in customer service, ideally within insurance or financial services, preferably in a call centre environment.
• Strong communication skills, both written and verbal, with the ability to build effective relationships with customers and colleagues.
• Proficient in Microsoft Office and experienced with call centre or insurance systems.
• A positive, team-oriented attitude and a commitment to upholding company values and performance standards.
• Ability to work collaboratively and contribute to a supportive team environment.

Why Join Us?

• Hybrid working arrangement: Enjoy flexibility with two days in the office and three days from home.
• Supportive team culture: Be part of a large, friendly team that values open communication and career progression.
• Employee benefits: Access paid parental leave, an extra day of paid leave, enhanced long-service leave, staff discounts, and wellbeing initiatives.
• Career development: Opportunities to progress within the team or move into other areas such as claims or leadership roles.

Guild Group is an equal opportunity employer. We are committed to creating an inclusive environment where everyone is treated with fairness, dignity, and respect.

Ready to make a difference? Apply now to join our team and help us deliver outstanding service to our valued customers.

thrive together