Responsibilities

Key responsibilities include

• Managing inbound and outbound member enquiries
• Assisting members with policy reviews, retention conversations and general enquiries
• Handling objections and complaints professionally and empathetically
• Supporting members experiencing financial hardship or vulnerable circumstances
• Accurately documenting conversations and maintaining detailed records

What you'll need to succeed

• Previous customer service or contact centre experience
• Excellent verbal and written communication skills
• Strong empathy and the ability to build rapport with a diverse range of customers
• Confidence handling difficult or sensitive conversations
• The ability to talk and type simultaneously while taking accurate notes
• Strong attention to detail and problem-solving skills