Customer Service Representative

Youi Insurance; Brisbane; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

22 days annual leave

Volunteer leave

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Team celebrations

Job summary

Youi Insurance in Brisbane is seeking a dedicated customer service professional to handle inbound calls about cover, quotes, and policy updates. You’ll follow a clear call flow, explain options in plain language, and update policy details across multiple systems.

Training is provided to help you hit service and sales targets while staying calm and professional on every call. No insurance experience is required; you’ll receive coaching and feedback to build confidence and skills as you grow with

Qualifications

• Onboarding not reliant on prior insurance experience; paid training provided.
• Ability to follow scripted call flow and comply with standards.
• Strong verbal communication and active listening skills.

Responsibilities

• Handle inbound calls about policy updates, quotes, cancellations, and inquiries.
• Explain options in plain language and guide customers through next steps.
• Update policy details accurately across multiple systems.
• Identify opportunities to offer additional cover and close quotes when appropriate.
• Work toward service and sales targets with regular coaching.

Skills

Inbound calls

Customer service

Clear communication

Compliance scripting

Cross-system data entry

Tools

CRM systems

Policy/quote software

Job description

You’ll love this role if you value structure, consistency and knowing exactly what’s expected of you.

Customers call us about their cover, quotes or policy changes. You’ll follow a clear call flow, update details accurately and explain options in plain language so they understand their choices. When it’s right, you’ll guide them through additional cover. There are standards to meet, service and sales targets to hit, and you’ll know exactly where you stand.

You don’t need to have an insurance experience before you start. You’ll receive paid training before going live, plus regular coaching and feedback that’s supportive, structured and steady.

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 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.

Visit youi.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to see what work life with us looks like.