Customer Service Representative for Small Business Insurance

Youi Insurance; Sunshine Coast Regional; On-site; AUD 45,000 - 58,000; Full time

Benefits offered by this job

Free skin checks

Flu jabs

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Annual salary reviews

Job summary

Youi Insurance is seeking a Customer Service Representative for Small Business Insurance to handle inbound SBI calls, update policies, and guide clients through quote options. This full-time role is based in-office at Sippy Downs and includes coaching, structured training, and performance feedback to build confidence and capability.

You'll be supported by a team focused on service quality, with opportunities to upsell where appropriate.

Qualifications

• Excellent communication and interpersonal skills for handling SBI customers.
• Ability to explain insurance concepts in simple terms.
• Comfort with following scripts and process guidelines.

Responsibilities

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

Skills

People skills

Communication

CRM systems

Tools

CRM systems

Job description

Customer Service Representative for Small Business Insurance

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

Here is where you’lltake calls from our Small Business Insurance (SBI) customerswho’vereached out to us.Your calls will include discussions for quotes, policy updates,cancellationsand general enquiries, mainly related to SBI, though can include our other products, too. When it fits,you’llguide them throughadditionalcover options confidently. There are clear targets,but youwon’tbe guessing your way through it.

You’llcomplete structured paid training before taking live calls. After that,you’llget regular coaching, callreviewsand real feedback so your confidence and capability keep growing.It’speople skills with purpose, helpingour Small Business customers safeguard what matters most.

What you’ll be doing

• A full-time role in-office at Sippy Downs
• Take inbound calls about policy updates, quotes, cancellations, and general enquiries
• Follow a clear call structure to helpentrepreneurs navigate the complexities of insurance
• 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

If you can see yourself growing into this,you’lllikely loveit here.

What you’ll get

• Clear pay and incentives - Performance-based incentives, plus annual salary reviews
• Time off you can plan around - Generous 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.

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.