Customer Care Consultant

nib Group; Gosford; Hybrid; AUD 55,000 - 68,000; Full time

Benefits offered by this job

50% nib health insurance discount

Volunteer leave through nib Foundation

Well Program and fitness discounts

Employee share plans

Job summary

nib Group is seeking a customer service professional to join our Newcastle hub, delivering high-quality phone support and problem-solving for members. The role is in a dynamic, rotating roster with a four-week training program at the Newcastle office.

Successful candidates will thrive in a fast-paced environment, demonstrate strong computer skills, and contribute to a supportive team with leadership available to assist and celebrate success.

Qualifications

• Experience in customer service and able to provide exceptional outcomes.
• Comfortable speaking with members over the phone.
• Willingness to learn and adapt to KPIs and targets.
• Ability to navigate computer systems while handling calls.

Responsibilities

• Answer calls and provide solutions to members' inquiries.
• Update records and ensure smooth transitions to the next interaction.
• Meet KPIs and contribute to a high-energy, fast-paced environment.

Skills

Customer service

Phone support

Multi-tasking

Job description

Let's talk about this role

We are looking for people who can turn an interaction with a member into an experience they will remember, for all the right reasons!

Working in our contact centre is high-energy and fast-paced! Your day is mapped out, answering up to 40 calls with often only a few seconds to adjust before answering the next one. The environment is very structured with set breaks and Key Performance Indicators (KPIs) to reach.

We value human connection so you won't be reading from scripts, we want you to bring your personality to work and make a difference to our members and their health journey. The calls themselves can range from simple inquiries to more complex issues that require problem-solving. There's a rhythm to it - each call is an opportunity to assist members, provide solutions, update records and smoothly transition to the next interaction, ensuring every customer receives the support they need.

There's also a sense of accomplishment in supporting our members when they need us the most. You'll receive training so you're equipped with the right skills and knowledge to thrive and you'll be part of a supportive team with very knowledgeable Leaders who are always there to assist and celebrate your success.

If you thrive in a fast-paced, dynamic environment and love a challenge, then this could be the perfect job for you!

This role will be based in our Newcastle hub

This role operates on a rotating roster from Monday to Friday, with 7.6 hour shifts between 8:00am and 6:00pm (for example, starting between 8:00am-10:00am, therefore finishing any time between 4:00pm-6:00pm).

If you are selected to progress, you will be invited to attend an in-person Assessment Centre. During this session you'll participate in a group activity, a short interview and a role play. This will take place in the Newcastle hub on Thursday, 8 October from 9:15am - 12:15pm.

The position starts on 2 November 2026 and requires your commitment to a four-week training program at our Newcastle office.

Let’s talk about working at nib Group

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

Other benefits to support you at work (and play) include:

• 50% discount on nib health insurance
• The opportunity to give back to the community through paid leave for volunteering through nib Foundation
• Well Program and corporate fitness discounts
• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits
• Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

Let’s talk about you

• You are confident in your computer skills and can multi-task and navigate systems whilst speaking with members over the phone
• You can work in a structured and busy environment
• You have previous experience in customer service and can provide exceptional outcomes
• You enjoy interacting with customers over the phone
• You have a willingness to learn and maintain new skills
• You are motivated to achieve set goals and KPIs
• You have a flexible and positive work approach and attitude

Let’s talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members, travellers and participants make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let’s talk about diversity, equity, and inclusion

We welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, please contact us at nibemployment @ nib.com.au.

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

Next Steps

If you're successful in going through to the next stage, you will be sent an online Chat Interview via email from Sapia.AI to complete (if you don't complete this you won't progress further).