Careline Advisor: Elevate Consumer Nutrition Experience

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 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