Customer Service Consultant

As the primary point of contact for our client's health insurance customers, you’ll deliver exceptional service by resolving enquiries, reviewing existing coverage, and providing tailored solutions that meet individual needs. You’ll help customers navigate their policies and make informed decisions about their health cover, all while building trust and loyalty through positive interactions. This permanent, full-time role is based in the Melbourne CBD with a hybrid working model.

What You’ll Do:

As a Customer Care Specialist based in Melbourne CBD, you’ll be the friendly voice guiding health insurance customers through their journey. Your day will revolve around delivering exceptional service; whether it’s answering questions about policies and coverage, helping customers make informed decisions about their health insurance, or resolving issues with empathy and efficiency. You’ll play a key role in building trust and loyalty by ensuring every interaction leaves customers feeling supported and valued.

Behind the scenes, you’ll keep things running smoothly by maintaining accurate records, adhering to compliance standards, and staying up-to-date on industry developments. Success in this role comes from your ability to juggle tasks like a pro, connect authentically with customers, and thrive in a collaborative team environment.

Key Responsibilities

• Serve as the first point of contact for customer enquiries related to policies, coverage, and benefits via phone.
• Deliver exceptional service by resolving issues efficiently at the first point of contact whenever possible.
• Review customers’ existing coverage and provide personalized health insurance solutions.
• Achieve performance targets across customer experience, service quality, first-call resolution, and retention outcomes.
• Handle complaints and complex enquiries professionally and empathetically to ensure positive outcomes.
• Maintain accurate customer records while adhering to compliance, privacy, security, and regulatory requirements.
• Identify opportunities to improve processes, promote self-service solutions, and gather feedback to enhance the customer experience.
• Participate in ongoing training and collaborate with internal teams to continuously improve knowledge and performance.

What You Bring:

We’re looking for someone who thrives on delivering exceptional service and has a knack for turning complex inquiries into clear solutions. You’re empathetic, detail-oriented, and adaptable; able to handle challenging situations with professionalism while keeping your communication polished. If you have prior experience in customer service or health insurance, that’s a bonus! But above all else, we want someone who genuinely cares about supporting customers through their healthcare journeys.

Here’s what makes you stand out:

• At least 1–2 years of experience in a customer service role (healthcare or insurance experience is advantageous but not essential).
• A proven ability to handle complex customer inquiries with empathy and professionalism.
• Excellent verbal and written communication skills that make every interaction feel personal yet professional.
• Proficiency with CRM systems and Microsoft Office Suite (Word, Excel, Outlook).
• Impeccable attention to detail paired with strong organisational skills.
• Resilience and adaptability to thrive in a fast-paced environment while managing challenging interactions.
• A growth mindset with coachability and a willingness to learn from feedback.

What Sets This Company Apart:

This isn’t just another job, it’s an opportunity to join one of Melbourne’s most respected healthcare providers where people truly matter. The workplace is inclusive, diverse, and collaborative. A place where everyone feels welcome regardless of background or experience level. Professional growth is encouraged through ongoing training opportunities, while staff contributions are regularly recognised (because hard work deserves appreciation!).

The company is big on continuous improvement too; your ideas won’t just be heard, they’ll be valued as part of a shared mission to deliver better outcomes for customers every day. With competitive pay packages based on experience plus access to resources that support personal development, this organisation offers the perfect blend of purpose-driven work and supportive leadership.

What’s Next:

Ready to make a real difference? Apply now! Let’s help customers navigate their healthcare journeys together in a collaborative environment where your skills will shine!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Karissa Kelly on 03 8628 2279 for a confidential discussion.