Customer Solutions Consultant

Job description

**Looking for a role where you can make a difference to someone’s life? Love supporting customers through the good and bad? We've got you covered.** ## **Benefits!** - **Start date:** 14th September 2026 - **Fully remote -** must be based in Melbourne to pick up the equipment from Spring Street. - **Work for a member-owned organisation** that reinvests into community wellbeing - **3-month casual contract** with strong opportunity to extend or go permanent based on performance - **Monday–Friday rosters** - **Guaranteed full-time hours** (37.5 hours per week) - **Consistent shifts** across 8:30am–6:00pm - **$36.81 per hour + 12.5% super** ## **Your Next Role:** We’re looking for passionate individuals to support customers with their insurance service needs. This role is all about making a difference for customers while thriving in a dynamic and supportive environment. What You’ll Do: - Handling inbound calls from PHI members. - From rate review queries, reordering member cards, payment updates, government rebates, to policy premiums - You’ll handle member calls with care and precision. - Address general questions about insurance services, ensuring members feel supported and informed. - Triage and transfer calls with empathy, easing frustration for possible long wait times. - Opportunity to up-skill into web chat and complex queries once ready to expand your expertise. Committed to your growth, with a focus on: - Speed to Competency: Progressively building your skills over 3 weeks with clear support and milestones. - Key Metrics for Excellence: - After-call work - Adherence to schedules - Quality Assurance (QA) scores - CSAT - Net Promoter Score (NPS) – quality-driven, not about handling time. ## **Training & Support:** **Get Ready for an Incredible 2-Week Journey!** Your training kicks off with all the tools you’ll need for success. You’ll start with a mix of engaging classroom learning and hands-on practice with real calls. Don’t worry you’ll have loads of support every step of the way, including a dedicated support team and a phone line for any questions that pop up. You’ll transition seamlessly into your team, where we’ll continue to check in with you. Plus, the support phone line stays available, and you’ll have access to a senior support group for guidance as you grow in your role. We’re here to ensure you feel confident, supported, and ready to thrive - let’s get started! ## What You Need: - **6+ months contact centre experience** (recent experience not essential) - **High-volume / high-pressure capability** - **Strong resilience** and emotional maturity - **Empathy-first mindset** - absolutely essential - Ability to explain complex information in simple, human language - Exceptional communication skills (verbal & written) - Coachability & ability to take feedback - Commitment to full-time hours Monday–Friday - Comfort navigating CRM systems (Salesforce desirable, not essential) - Private Health Insurance experience (desirable but not essential) - Available to work 37.5. hours full time each week (Mon-Fri rosters across 8:30am- 6:00pm) ## **What Next?** Apply now and kick start your journey with one of our dedicated Talent team members 🚀