Careline Advisor

The a2 Milk Company; Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Job summary

The a2 Milk Company Australia is seeking a Careline Advisor for ANZ Marketing to support consumer inquiries with accurate nutrition information and empathetic service. You will manage multiple contact channels, maintain knowledge articles, and escalate complex cases to qualified resources.

You will also lead Careline governance, develop FAQs, train teams, and contribute to global reporting using PowerBI while collaborating with internal stakeholders to improve customer experience and brand

Qualifications

• Experience in a consumer-facing careline or health/nutrition environment.
• Customer-centric approach with strong verbal and written communication.
• Attention to detail and ability to manage multiple stakeholder inputs.

Responsibilities

• Respond to consumer and healthcare professional enquiries with empathy and accuracy.
• Manage phone, email, website, and social media inquiries.
• Maintain records in the case-management system and escalate when needed.
• Oversee Oracle CMS for ANZ Careline inquiries and update processes.
• Develop and maintain nutrition FAQs, response templates, and escalation guidance.
• Provide training to Careline teams on product information and escalation rules.
• Lead global Careline reporting and build PowerBI templates as needed.
• Identify process improvements to reduce repeated inquiries.
• Capture consumer and competitor insights to shape strategies.

Skills

Customer care

Communication

Attention to detail

Stakeholder management

Word

Excel

PowerPoint

PowerBI

Case-management systems

Reporting dashboards

Data interpretation

Nutrition communication

Tools

Oracle CMS

Job description

The a2 Milk Company, driven by science and a pioneering spirit, disrupted the dairy and infant milk formula industry. Our vision is to create an A1-free world where dairy nourishes all people and our planet. The a2 Milk Company seeks to achieve this through the naturally occurring a2 Milk® difference and by bringing a more sustainable approach to dairy.

The Role

At The a2 Milk Company, we believe in doing dairy differently. Our unique brand is built on care, for our consumers, our farmers and the quality of every drop we produce. As our brand continues to grow, we’re looking for a passionate and experienced Careline Advisor to join our ANZ Marketing team in Southbank and help deliver a consumer experience that’s right, the first time and every time.

Reporting to the Head of Marketing- ANZ, this is a specialist advisory and communications role with global reach and regional ownership of our consumer Careline. You’ll provide product support and information across the a2 Life journey, elevate enquiries to appropriately qualified a2MC resources when needed, and help strengthen consumer communications grounded in nutritional credibility. You’ll also contribute to Careline governance, consistency and global trend reporting across a2MC. More specifically, you will be involved in:

• Responding with empathy and expertise to consumer and healthcare professional enquiries, from product questions and stock-related queries through to complaints, so every family receives clear, accurate and consistent advice
• Managing all contact points, including phone, email, website and social media
• Maintaining accurate records of advice and case actions in our case-management system, and escalating enquiries to qualified a2MC resources, including our ANZ Nutrition Lead, where specialist input is required
• Leading the ongoing operation of our Oracle CMS for all initial ANZ Careline enquiries, keeping the team up to date on new processes, products, FAQs and business needs
• Developing and maintaining approved nutrition FAQs, response templates, training materials and escalation guidance. Supporting the development and roll-out of FAQs for new products, communications and in-market activity
• Training and coaching Careline teams on product information, nutrition enquiry boundaries and referral requirements, and reviewing interactions for accuracy, tone, completeness and appropriate escalation
• Leading global Careline reporting to identify trends, challenges, opportunities and risks, and building PowerBI reporting templates as needs evolve
• Identifying process improvements that reduce repeated enquiries and unnecessary follow-up
• Capturing consumer and competitor insights to help shape future business strategies and plans

About You:

This is an opportunity to bring your experience in a quality-driven careline role where you make a real difference in the support provided to our customers.

What you will bring:

• Experience in a consumer-facing, customer care, health or nutrition-related environment, whether that’s in a contact centre, healthcare, community or brand setting
• A customer-centric approach and strong verbal and written communication skills, with the empathy and care to handle consumer enquiries well
• Strong attention to detail, particularly in written communication
• Strong stakeholder management skills, with the ability to lead without authority, build rapport and work with multiple internal and external stakeholders to meet deadlines
• Proficiency in Microsoft Word, Excel, PowerPoint and PowerBI, with the ability to use case-management systems and reporting dashboards to support informed decisions
• The ability to interpret Careline data, social-listening findings and competitor activity to identify emerging trends and actionable brand opportunities
• Working knowledge of nutrition communication requirements and approval processes, including the ability to recognise when Legal, Regulatory or Quality review is required

We celebrate diversity and are committed to an inclusive workplace. If you need any adjustments during the recruitment process, please let us know.

The a2 Milk Company Australia is a certified Family Inclusive Workplace, dedicated to enhancing our team members' work-life wellbeing through leading policies and practices on flexible work, parental leave, family care and family wellbeing. This role can be worked flexibly, with hybrid arrangements from our Southbank office, so you can balance your personal and professional lives. Our family-friendly culture aims to foster workforce participation, career development, and mental health and wellbeing. Find out more about our great benefits on our Careers Page.