Customer Service Advisor

Youi Insurance; Brisbane; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

22 days annual leave

Volunteer leave

Wellbeing sessions

Discounted gym access

Discount Youi insurance

Job summary

Youi Insurance in Brisbane is seeking a customer-focused inbound advisor to help customers with quotes, policy updates, cancellations and general enquiries. You will follow a structured call framework to explain cover and pricing, and update policy details across multiple systems.

After structured training, you’ll receive regular coaching and feedback to build confidence and capability. You’ll work toward service and sales targets with a focus on clear, compliant customer outcomes and

Qualifications

• Strong communication and listening skills.
• Ability to follow structured call scripts and comply with requirements.
• A proactive approach to spotting opportunities for additional cover.

Responsibilities

• Take inbound calls about policy updates, quotes, cancellations, and general enquiries.
• Follow a clear call structure so customers understand their cover, pricing, and next steps.
• Update policy details accurately across multiple systems.
• Explain options in simple terms so customers can make confident decisions.
• Spot opportunities for additional cover and guide customers through a quote when it fits.
• Work toward service and sales targets, with regular feedback and coaching.
• Follow scripts and compliance requirements to ensure proper handling of calls.

Skills

People skills

Sales orientation

Job description

You’ll love this role if you’ve always been the one who can talk to anyone and now you want to turn that into something more.

Here, customers have reached out to us about quotes, policy updates, cancellations and general enquiries. When it fits, you’ll guide them through additional cover options confidently. There are clear sales and service targets, but you won’t be guessing your way through it.

You’ll complete structured paid training before taking live calls. After that, you’ll get regular coaching, call reviews and real feedback so your confidence and capability keep growing. It’s people skills with purpose, helping our customers protect what matters most.

What you’ll be doing

• A full-time role in-office at Chermside

Take inbound calls about policy updates, quotes, cancellations, and general enquiries

Follow a clear call structure so customers understand their cover, pricing, and next steps

Update policy details accurately across multiple systems

Explain options in simple terms so customers can make confident decisions

Spot opportunities for additional cover and guide customers through a quote when it fits

Work toward service and sales targets, with regular feedback and coaching

Follow scripts and compliance requirements to make sure everything is done properly

Stay calm and professional when conversations are challenging

What great looks like

• Customers finish the call clear, confident, and feeling genuinely looked after
• Policy information is accurate the first time, with minimal rework
• Move confidently between systems without losing connection in the conversation
• Follow process and compliance requirements consistently
• Recognise genuine opportunities to offer additional support and act on them appropriately
• Stay steady when conversations are tough and bounce back quickly
• Take feedback seriously and improve week by week
• Care about doing things properly and hitting your targets

Many people who are successful in this role haven't come from insurance, they've come from retail, hospitality and customer-facing roles where they learned how to connect with people, earn trust and confidently navigate customer questions, concerns and objections.

If that sounds like you, we'll help you build the sales and insurance skills from there.

What you’ll get

• Clear pay and incentives - Performance-based incentives, plus annual salary reviews
• Time off you can plan around - 22 days annual leave, plus volunteer leave
• A workplace you can feel - Food trucks, themed days and team celebrations that bring real energy to the day
• Leaders who back your growth - Clear direction, regular coaching and real opportunities to step into new roles
• Practical benefits that support you day to day - Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance
• Work that has real purpose - Helping customers get back on track when life doesn’t go to plan

Why Youi

We’re here to make insurance better by being more human. You’re not just doing your job, you’re making sure real people get looked after, especially when life doesn’t go to plan. Every conversation, every decision, every day you’re part of raising the bar for want awesome service really means.

We set high standards and recognise people who deliver. Results are rewarded through incentives, everyday shout-outs and recognition programs, so the impact you make never goes unnoticed. You’ll know what’s expected of you, where we’re heading and how your work contributes. We grow our own people here, with clear pathways, structured development and hands-on coaching, helping many team members step into leadership and specialist roles across the business.

And as more customers choose Youi, we keep growing, creating new roles and opportunities to build your career over time. We don’t just want insurance to be different; we’re actively making it better. And we’re doing it together.