About the role
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Customer Service Consultant
Be Part of a Supportive Team & Make a Real Difference in People's Lives!
Are you passionate about delivering exceptional customer service during life's most important moments? Join a proud Australian life insurance provider, where empathy meets expertise and every interaction matters.
Why You'll Love This Role: • Permanent position with real career growth – Join a genuinely supportive company that values and develops its people. • No sales pressure – Focus purely on helping customers with their existing life insurance policies and claims. • Competitive salary – $71K base + super • Fantastic location – Work in Sydney CBD, directly across from Town Hall station. • Customer-centric culture – Be part of a loving, supportive environment that celebrates team wins and individual milestones. • Coaching-focused leadership – Work under the Head of Client Services, who is committed to your development and success.
What You'll Be Doing: • Handling inbound customer calls and emails with urgency, empathy, and professionalism. • Answering policy questions and helping customers feel confident about their life insurance decisions. • Supporting customers through difficult conversations with compassion – including those who have lost loved ones. • Providing accurate, helpful information while following clear scripted conversations. • Keeping detailed records of customer interactions to ensure continuity of care. • Working towards team KPIs including answering 90% of calls within 20 seconds. • Participating in ongoing training to stay across products and compliance standards. • Contributing to the company's supportive team culture where everyone is valued.
What We're Looking For: • Genuine passion for customer service – You find fulfilment in helping people during important moments. • Clear English communication skills – You can articulate complex information clearly and effectively. • Emotional resilience – You can handle sensitive, emotionally challenging conversations with grace and empathy. • Contact centre experience highly desirable – Phone-based customer service background is a strong advantage. • Australian resident with valid work rights – Visa holders cannot be considered at this time. • A team player – You thrive in collaborative environments and want to be part of a tight-knit, supportive culture.
Important Note: Life insurance experience is beneficial but not essential – we value genuine customer service passion above all. However, be aware that past trauma may make some aspects of this role challenging.
The Details: • Start date: ASAP • Pay: $71,000 base + super • Training: up to 4 weeks of incredible training • Working Hours: Monday–Friday, rotating roster between 8am-6pm (8-4, 8:30-4:30, 9-5 shifts) • Work Arrangement: On site to begin with and then moving to hybrid (1 day WFH)
Join an Australian life insurance company with a genuinely supportive culture built on family values and community involvement. We're not just colleagues – we're a team that cares about each other.
Join us for: • Monday and Wednesday 10am company-wide huddles – Stay connected with leadership and the broader team • Regular team celebrations – Lunches, EOFY parties, birthday celebrations, and team activities • Comprehensive employee benefits – Access to Sonder EAP for you, friends, and family; easy access to nurses for health support; novated lease options • Leadership that cares – Work with the team who have built strong, lasting relationships and genuinely invest in their people • A culture of recognition – Your contributions are noticed, valued, and celebrated
Ready to Make a Difference?
If you're someone who wants to help people during life's most important moments and thrive in a supportive, team-oriented environment, we'd love to hear from you!
Apply now and bring your customer service passion to a company that genuinely values empathy, excellence, and making a positive impact every day.
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