Customer Service Advisor

Youi; Brisbane; On-site; AUD 70,000 - 93,000; Full time

Benefits offered by this job

22 days annual leave

Volunteer leave

Team celebrations

Job summary

Youi in Chermside, Brisbane, is seeking a full-time customer service specialist to handle inbound calls, explain policy options and updates, and help customers choose the right cover. You’ll update information across multiple systems and look for opportunities to offer additional cover, while meeting service and sales targets with compliant processes.

The role includes paid training, ongoing coaching, and a supportive leadership team, with incentives and a clear career path in a dynamic

Qualifications

• Paid training with ongoing coaching and support.
• Experience in customer conversations and problem-solving is encouraged.

Responsibilities

• Take inbound calls about policy updates, quotes, cancellations and general enquiries.
• Explain cover, pricing and options in simple terms so customers can make confident decisions.
• Update policy information accurately across multiple systems.
• Spot opportunities for additional cover and guide customers through a quote when it fits.
• Work towards service and sales targets while following compliance requirements and clear processes.
• ~$70-93K annually inclusive of super & incentives.

Job description

You'll love this role if you're the person friends and family call when they need advice, want something explained properly or just need help figuring out what to do next.

You'll spend your day talking with customers about their insurance. One call might be a simple policy update, the next could be helping someone understand their options, work through a question or decide whether additional cover is right for them. Some conversations are straightforward while others require patience, judgement and the ability to help customers navigate decisions when they're unsure what to do.

You'll learn how to build trust quickly and spot opportunities to better support customers. It's a role that combines customer service, commercial thinking and genuine people skills.

For many people, this role is where they build skills that open doors. Many of our leaders and specialists didn't start with insurance experience. They started by learning how to have great customer conversations, solve problems and earn trust. That's exactly what this role helps you build.

You'll start with paid training, then continue developing through regular coaching, call reviews and support from leaders who genuinely want to see you succeed.

What you’ll be doing

• Full-time, office-based role in Chermside
• Take inbound calls about policy updates, quotes, cancellations and general enquiries
• Explain cover, pricing and options in simple terms so customers can make confident decisions
• Update policy information accurately across multiple systems
• Spot opportunities for additional cover and guide customers through a quote when it fits
• Work towards service and sales targets while following compliance requirements and clear processes
• ~$70-93K annually inclusive of super & incentives

What great looks like

• Customers finish conversations feeling informed, supported and confident in their decisions.
• You balance customer needs, compliance requirements and commercial outcomes without losing sight of any of them
• You move confidently between systems while staying present in the conversation
• You stay calm when conversations are challenging and quickly reset for the next one
• You see coaching as an advantage and look for ways to keep improving

Many of the people who thrive in this role haven't come from insurance, they've come from retail, hospitality and other customer-facing environments where they learned how to build trust, navigate challenging conversations and work towards goals. We'll teach you the insurance and sales side of the role. The drive to connect with people and achieve results is the part you bring.

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
• Parking options available

Ready?

Why Youi

We’re here to make insurance more human and provide a better alternative for our customers. As a challenger brand, we question the status quo to support people when life doesn’t go to plan, with real people helping real customers at the moments that matter most. It’s also a place where you can make your mark. We grow our own people here, with clear pathways, structured development and hands‑on coaching helping many team members step into leadership roles across the business.

We’re a performance‑driven business, and effort doesn’t go unnoticed. Results are recognised and rewarded through incentives, everyday shout‑outs and programs like Youi Stars. You’ll also see clear direction from senior leaders, with a strong focus on what matters most and a drive to get results without distractions. As more customers choose Youi, we keep growing, creating new roles and real opportunities to build your career over time.

It's work that’s a bit more you-shaped.