Service & Retention Consultant

Are you a Veterinary Nurse looking for a change, while still being able to help people and their pets?

Are you looking to work with a fun team who are passionate about pets and providing excellent customer service?

At Pet Health Insurance Services, we are looking for enthusiastic, motivated and friendly people to join our dynamic Pet Health Insurance team and contribute to our positive team environment.

Options for full or part-time roles Enquire today to find out more

The Role:

You will be part of a performance driven team that supports our customers. You will be accountable for delivering consistently high levels of customer service to all customers.

Strong communication and interpersonal skills, emotional intelligence and empathy are essential attributes for this role, as well as a love of pets.

You will need to be available to work a 37.5 hour week, between 8.00am and 5:00pm Monday to Friday on a rotating roster.

Key accountabilities include:

• Manage a broad range of customer queries and requests through various channels, providing a professional and helpful service and effective customer communication.
• Lodging and assessing claims information accurately, with high attention to detail.
• Respond to customers emails.
• Liaise with internal claim's consultants, claim's assessors, and external Veterinary Clinic or Hospital staff as necessary.
• Review Veterinary histories and policy documentation to determine the correct outcome of customer claims.

Knowledge and Experience:

• Would suit a qualified vet nurse or practice manager.
• Experience working clinically in a Veterinary based environment with the ability to interpret medical notes.
• Ability to manage time effectively, prioritise tasks and work under pressure while maintaining a high standard of attention to detail.
• A warm and empathetic manner when dealing with customers.
• Excellent verbal, written and interpersonal communication skills.
• Able to use initiative and decision making skills.
• A strong team player who works well in collaboration with others and actively participates in team discussions and activities in a positive and engaging way.

Our Benefits:

• Location - Toowong Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.
• Extra leave - Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
• Development opportunities - We're championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You'll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
• Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

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.

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.