Digital Communications Consultant

Important Information:

• If shortlisted, you will be invited to complete an online test.
• After successful completion, you may be contacted for a phone interview.
• Please note: The position is set to begin on 27th October 2025.

The Opportunity

Are you passionate about providing exceptional customer service through digital channels? Join our growing team as a Digital Customer Service Consultant in our amazing Kawana Office and be the first point of contact for our customers across web chat, email, and social media. You'll play a key role in ensuring seamless customer journeys—whether it's assisting with quotes and sales, handling retention, or managing general inquiries.

Work Schedule:

• Monday to Friday: 8-hour shifts between 6:00 AM and 5:00 PM (depending on business needs).
• Saturday & Sunday: 8-hour shifts between 7:00 AM and 5:00 PM (work-from-home on weekends).

After completing training and once you're comfortable in your role, you can work from home up to 2 days per week.

Key Responsibilities:

• Provide prompt, friendly, and professional support to customers via web chat, email, and social media.
• Respond quickly and effectively to inquiries, ensuring customer satisfaction and resolving issues with clear, concise communication.
• Communicate clearly with customers and with easy-to-follow instructions
• Manage multiple chats at one time which can include researching account activity and notes, troubleshooting issues, providing supporting help documentation and other tasks as required.

What we are looking for:

• Previous experience in a similar customer service role favourable.
• Strong written communication skills with excellent grammar and attention to detail.
• Typing speed for 55+ words per minute and strong computer literacy skills.
• Ability to quickly comprehend written communication, gather relevant details to fully understand customer needs, to steer conversations efficiently towards positive outcomes.
• Confidence in managing multiple chats and tasks across live chat platforms and other computer applications.

Our perks

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us:

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application. Successful candidates will be asked to complete online testing to progress their application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.