Customer Solutions Consultant

Role overview Support private health insurance members by phone, helping them resolve routine service questions and feel informed about their options. You’ll handle a range of policy and account matters, respond with care when callers are frustrated, and route more complex needs to the right team. With experience, there may be opportunities to learn web chat and take on more complex enquiries.

Responsibilities - Answer inbound calls and assist members with rate reviews, replacement cards, payment updates, government rebates, and premium questions. - Explain insurance services and account information clearly and accurately. - Triage enquiries and transfer calls with empathy, including when callers have faced long waits. - Build capability over time to support web chat or more complex enquiries. - Follow schedules and complete after-call work while meeting quality and member satisfaction measures.

Requirements - At least six months of contact centre experience; recent experience is not essential. - Confidence working in a high-volume, high-pressure environment, with resilience and emotional maturity. - An empathetic approach and strong written and spoken communication skills. - Ability to explain complex information in plain, helpful language and respond well to coaching. - Comfort using CRM systems; experience with private health insurance is helpful but not required. - Availability for 37.5 hours per week on Monday-to-Friday rosters, with shifts scheduled between 8:30 a.m. and 6:00 p.m.

Benefits and work setup - Fully remote after the first day; applicants need to be based in Melbourne to collect equipment in person. - Three-month casual contract, with potential to extend or become permanent based on performance. - Two weeks of initial training combining classroom learning and practice calls, followed by ongoing team and senior support. - Guaranteed full-time hours; pay listed as $36.81 per hour plus 12.5% superannuation.