Customer Care Consultant

1 week ago

Newcastle, New South Wales, Australia Nib Group Full time

Overview
Join nib Group as a Customer Care Consultant in Newcastle, NSW. The role involves providing high-quality support to members, turning interactions into positive experiences, and helping members navigate their health journeys.
Responsibilities
Answer calls in a fast-paced contact centre, providing timely and effective assistance (up to 40 calls per day).
Resolve inquiries and complex issues using problem-solving skills, update member records, and smoothly transition to the next interaction.
Deliver the right level of personalised service without scripts, bringing your own personality to interactions while upholding structured processes and KPIs.
Participate in training to gain the skills and knowledge to thrive in the role and contribute to a supportive team environment.
Qualifications
Confident computer skills with the ability to multi-task while communicating with members over the phone.
Ability to work in a structured, busy environment with a focus on delivering exceptional customer service outcomes.
Previous customer service experience and a demonstrated ability to provide outstanding outcomes over the phone.
Willingness to learn and develop new skills; motivated to achieve set goals and KPIs.
Flexible and positive work attitude.
Working at nib Group
Our hybrid model provides flexibility to work from office hubs and from home. nib supports focused work, connection, collaboration, and a comfortable home workspace. New starter benefits and ongoing support are provided.
Benefits
50% discount on nib health insurance and 35% off travel insurance.
Paid leave for volunteering through nib Foundation.
Well Program and corporate fitness discounts.
Access to employee share plans, short-term incentive program, life and salary continuance insurance benefits.
Family-friendly leave including 18 weeks paid parental leave, cultural leave for First Nations peoples, and gender affirmation leave for eligible employees.
Additional information
The role is based in Newcastle or Central Coast hubs and operates on a rotating roster between 8:00am and 5:30pm. The position starts on 13 October 2025 and includes a four-week training program at the Newcastle office. An in-person Assessment Centre may be required for progression.
All information will be kept confidential in accordance with EEO guidelines. A background check is required prior to commencement.
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