Customer Service Consultant

Responsibilities

• Handling inbound customer calls and emails with urgency, empathy, and professionalism.
• Answering policy questions and helping customers feel confident about their life insurance decisions.
• 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.

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

• Supporting customers through difficult conversations with compassion – including those who have lost loved ones.
• 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.

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.