Consultant, Customer Service & Support

IAG; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

13% superannuation

20 days annual leave

MyLeave program

Work from home

Personal insurance discounts

Private health discounts

20 weeks parental leave

LinkedIn Learning & IAG Academy

Job summary

IAG is recruiting for multiple Consultant, Sales & Service roles within the Remediation team, offering 12‑month maximum-term opportunities with hybrid work and some in-office attendance twice per month. These positions are based in Meanjin (Brisbane), Naarm (Melbourne) or Dharug country (Parramatta) and focus on delivering customer refunds and improving processes.

As a key customer contact in a predominantly phone-based role, you’ll handle inquiries, resolve issues, and collaborate with

Qualifications

• Experience in a customer-facing role; call centre experience is advantageous but not essential.
• Strong communication and relationship-building skills, with a confident and personable approach.
• Self-motivated team player who thrives in a fast-paced and evolving environment.
• Ability to multitask and manage call volumes across multiple systems.

Responsibilities

• Manage inbound telephone and written enquiries
• Act as a first point of enquiry for impacted customers
• Process payments or complete remediation actions accurately
• Review and validate customer, policy, financial and risk information migrating from legacy systems

Skills

Customer service

Communication

Problem solving

Multitasking

Relationship building

Job description

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

We are currently recruiting for multiple Consultant, Sales & Service positions within the Remediation team, supporting the delivery of customer refunds as well as internal processes.

If you enjoy solving problems, negotiating positive outcomes and collaborating with a range of stakeholders, this could be the role for you. As a key customer contact in this predominantly phone-based role, you’ll build trusted relationships and work towards successful resolutions.

These are 12-month maximum-term opportunities, with the potential to extend to 2 years, offering a predominantly work-from-home arrangement with the flexibility of a hybrid model, requiring attendance in the office twice per month.

The role operates on an 8-hour rotating shift roster between 8:30am and 5:30pm, Monday to Friday.

We’re looking for enthusiastic, detail-oriented people who enjoy delivering great customer outcomes and want to be part of a supportive, collaborative team with a positive atmosphere.

You can be based in Meanjin (Brisbane), Naarm (Melbourne), or Dharug country (Parramatta)

What You’ll Do

• Manage inbound telephone and written enquiries
• Act as a first point of enquiry for impacted customers
• Process payments or complete other applicable remediation actions accurately
• Review and validate customer, policy, financial and risk information migrating from legacy systems

What You’ll Bring

• Experience in a customer-facing role; call centre experience is advantageous but not essential.
• Strong communication and relationship-building skills, with a confident and personable approach.
• Self-motivated team player who thrives in a fast-paced and evolving environment.
• Ability to multitask and manage call volumes
• Tech-savvy and proven ability to confidently use multiple systems and platforms simultaneously
• Strong attention to detail

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to ***********@iag.com.au for a confidential conversation.

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.