Customer Experience Specialist

Job description

We’re looking for friendly, motivated people to join our Customer Experience team and help us make every customer interaction a positive one. You’ll provide excellent service by following our customer practices, being authentic, empathetic, engaging, aware of risk, and doing what you say you’ll do. In this role you will: Be the first point of contact for customers and aim to resolve their query on the spot Complete simple admin tasks quickly and accurately Help with escalations or complaints, working to resolve them as soon as possible Follow privacy and compliance rules in all customer interactions Spot patterns or common issues and share ideas to help fix them Be a supportive team member, sharing knowledge and helping others when needed Work with other teams when extra help is needed Receive comprehensive training to learn about life insurance, our products, and our systems – with plenty of support as you grow in the role A genuine passion for helping customers and a friendly, professional phone manner Great team player with a positive attitude Clear verbal and written communication skills Able to multitask and manage your time well Experience in a contact centre or customer service role (preferred, but not essential) Willing to work full-time on a rotating roster between 8am–7pm, Monday to Friday (NSW hours) Please note We are recruiting multiple roles that will all commence on the 26th of October 2026. You will be required to attend full-time training for approximately 10 weeks and due to a structured induction timeline, you won’t be able to take annual leave during this period. Additional information TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be: An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change Reconciliation Advocates – Read our Innovate Reconciliation Action Plan . We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. Need adjustments during the recruitment process? Let our team know by getting in touch with us here. —we’re here to support you. You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems. As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. #LI-Hybrid Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility. If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately . Flexible locations: Melbourne, Sydney or Brisbane Hybrid working environment Secure a permanent, full-time role with stability and growth opportunities Build your skills with comprehensive training in life insurance Work in a friendly, supportive team environment Work on a rotating roster between 8am–7pm, Monday to Friday (NSW hours) Start Date: Monday 26th October 2026 Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services. Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.