Customer Care Consultant

1 month ago

Wyong, Australia nib Full time

Let’s talk about this role  

Our Member Services team are looking for someone who can turn an interaction with a member into an experience they will remember, for all the right reasons 

  • You will be the voice of nib, representing our brand by providing excellence in customer service 

  • It is a fast-paced role, where you can answer up to 60 calls a day

  • The environment is very structured, with set Key Performance Indicators (KPIs)  

  • You will promote nib products and services and drive for first call resolution to queries 

  • You will create meaningful member experiences, helping nib’s members get the best value out of their health insurance  

  • You will be part of a team that supports one another and celebrates success  

  • This role will be based in our Newcastle and Central Coast hubs

This role operates on a rotating roster from Monday to Friday, with shifts between 8:00 am and 5:30 pm.

The position starts on January 8, 2025, and requires your commitment to a four-week training program, which will be held at our Newcastle office.

 

Let's talk about working at nib Group   

  • We are committed to creating a supportive working environment, where you are free to be you 

  • We value working flexibly, and that includes providing our people with hybrid working options. You’ll need to come into the office one day a week to connect, although we welcome and encourage you to come into our Hubs as often as you like 

  • You’ll be provided with a working from home allowance to help set up and maintain your home workspace 

  • 50% discount on nib health insurance and 30% off travel insurance Employee share plans, short-term incentive program and life and salary continuance insurance benefits

  • Give back to the community through paid leave for volunteering Support your better health through our nib Well Program and corporate fitness discounts  

  • 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees 

  • We actively encourage Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles 

 

Let’s talk about you  

  • You are confident in your computer skills and can multi-task and navigate systems whilst speaking with members over the phone 

  • You can work in a structured and busy environment 

  • You have previous experience in customer service and can provide exceptional outcomes  

  • You enjoy interacting with customers over the phone  

  • You have a willingness to learn and maintain new skills 

  • You are motivated to achieve set goals and KPIs 

  • You have a flexible and positive work approach and attitude 

 

Let’s talk about who we are   

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members, travellers and participants make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.   

 

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.  

  

Let’s talk about diversity, equity, and inclusion   

We welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.    

  

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, please contact us at nibemployment @ nib.com.au.

 

The fine print  

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.   

  

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work. 

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