Customer Service Consultant

Smartgroup; Sydney; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Smart Leave

Free lunch

Paid parental leave

Volunteer days

Salary packaging

Flu vaccinations

Employee Share Plan

Job summary

Smartgroup in Sydney seeks a Customer Service Consultant to join a high-volume, inbound service team on a 12-month maximum term contract. You will be the voice of Smartgroup, handling salary packaging queries, changes, and new applications while maintaining accurate records and delivering first contact resolution.

The role offers training and a rotating 8am–8pm roster, with benefits such as Smart Leave, paid parental leave, and opportunities to refer additional products and services.

Qualifications

• Strong communication skills and ability to simplify complex information.
• Problem-solving mindset with initiative.
• Excellent time management and organisational abilities.
• High attention to detail and accuracy.
• Accountability and follow-through on commitments.
• Proficiency with MS Office and systems.

Responsibilities

• Fulfilling customer requests and queries relating to salary packaging claims, package changes, and new applications.
• Maintaining accurate customer data and completing administration and reporting in a timely manner.
• Driving first contact resolution across phone and email channels.
• Delivering consistently high-quality customer service.
• Working in a performance-driven environment, achieving individual and team targets.
• Identifying opportunities to improve processes and enhance the customer experience.
• Ensuring compliance with privacy, legislative and company policy requirements.
• Identifying customer needs and referring opportunities for additional products and services.
• Completing outbound calls where required
• Our leadership team will provide training and ongoing support to set you up for success.
• You’ll work across a rotating roster between 8am and 8pm.

Skills

Communication skills

Problem solving

Time management

Attention to detail

Organisational skills

MS Office

Job description

Look forward to working with Australia’s leading and most trusted provider of Employee Management Services, making the benefits of salary packaging, novated leasing, and fleet management readily available to employers and their employees.

Working at Smartgroup offers more than a job. It is a dynamic workplace that matches the enthusiasm for the work you do and ambition for an exciting fast-paced career. We have all been hired for a purpose and a reason.

Every day you will be part of a team that helps support fellow Australians - many working in essential services, corporates, government, and not-for-profits - to take home more money in their pay packets.

Do you have what it takes to become a Customer Service Consultant?

This is a 12-month maximum term contract opportunity. As one of our valued Customer Service Consultants, you will be the voice of Smartgroup and play an integral role in delivering an exceptional customer experience through every interaction. This is a high-volume, performance-driven inbound environment, where every interaction is an opportunity to achieve positive outcomes for our customers and the business.

Key responsibilities include:

• Fulfilling customer requests and queries relating to salary packaging claims, package changes, and new applications
• Maintaining accurate customer data and completing administration and reporting in a timely manner
• Driving first contact resolution across phone and email channels
• Delivering consistently high-quality customer service
• Working in a performance-driven environment, achieving individual and team targets
• Identifying opportunities to improve processes and enhance the customer experience
• Ensuring compliance with privacy, legislative and company policy requirements
• Identifying customer needs and referring opportunities for additional products and services (where appropriate)
• Completing outbound calls where required
• Our experienced and supportive leadership team will provide comprehensive training and ongoing support to set you up for success.
• You’ll work across a rotating roster between 8am and 8pm.

What will make you stand out?

• Strong communication skills with the ability to simplify complex information
• Problem-solving mindset and ability to show initiative
• Strong time management and organisational skills
• High attention to detail and accuracy
• Accountability and ability to follow through on commitments
• Confidence using systems and applications (e.g. MS Office)
• Previous customer service or first contact resolution experience is advantageous
  

What’s in it for you?

Smart team members enjoy a range of benefits designed to support flexibility, wellbeing, reward, and growth:

• Smart Leave, an additional week of leave each year
• Free lunch every week
• Up to 20 weeks Paid Parental Leave with superannuation contributions and a Return-to-Work Bonus
• Make a Difference Days – paid days off to volunteer for the community and environment
• Salary packaging and novated leasing benefits (of course!)
• Free flu vaccinations
• Employee Share Plan

Grow with Purpose

At Smart, we’re driven by purpose and performance. We support individual and team growth via varied learning opportunities, open communication, and leaders who work to get the basics right – quality and regular one to ones, clear goals and success metrics, and growth conversations.

Show us you have what it takes

If this sounds like the opportunity for you and you have something to offer, we’d love to hear from you.

Our Talent Acquisition team will be in touch to discuss next steps. If you require any adjustments to the recruitment process or are seeking part-time work, let us know—we’re here to understand.

Our Commitment to Diversity and Inclusion

Everyone belongs and is welcome at Smart. We welcome people from diverse backgrounds to join our team, including Aboriginal and Torres Strait Islander peoples, veterans, people with disability, people who identify as LGBTQ+, all gender identities, and people of any socioeconomic status, age, race, national origin or ethnicity.

Our commitment to Diversity & Inclusion is reflected in the external recognition we’ve received, including being named:

• WGEA Employer of Choice for Gender Equality since 2019
• DCA Inclusive Employer 2025 – 2026
• Silver Employer on the Australian Workplace Equality Index

We’re also members of the Reconciliation Action Plan network, with a RAP at Innovate level.

Please note: all successful candidates will be required to complete background checks including a police clearance prior to confirmation of employment. Candidates must have unlimited Australian work rights to be considered for this role.