Customer Service | Retail Assistant backgrounds welcome!

Youi Insurance; Sunshine Coast Regional; On-site; AUD 45,000 - 64,000; Full time

Benefits offered by this job

Clear pay incentives

Paid training

Regular coaching and support

22 days annual leave

Job summary

Youi Insurance is recruiting for a Customer Service role based at our Sippy Downs HQ in Queensland. If you’ve worked in retail, you’ll bring strong customer skills to this position, learning the insurance and sales side with structured training and real-time coaching.

You'll talk with customers, follow scripts, and help people understand cover options while aiming to meet sales targets. Set hours and a supportive team environment help you grow professionally.

Qualifications

• Full-time role in-office at Sippy Downs, QLD.
• Speak with customers on the phone, helping them understand and choose the right cover.
• Follow supportive scripts and call flows while learning how to guide real conversations confidently.
• Read and interpret policy information in real time, explaining cover and costs clearly.
• Work towards sales and performance targets while building strong sales habits.
• Work across multiple systems at once, including online quoting tools and customer records.
• Receive regular coaching and feedback to build confidence and capability over time.

Responsibilities

• Speak with customers on the phone to understand needs and offer suitable insurance options.
• Follow scripts and flows while developing confident conversation skills.
• Explain policy details, cover options and costs clearly to customers.
• Strive toward sales targets and build effective sales habits.
• Navigate multiple systems for quotes and customer records in real time.
• Receive ongoing coaching and feedback from the team.

Skills

Customer service

Retail background

Communication

Problem solving

Teamwork

Tools

CRM systems

Quoting tools

Job description

Customer Service | Retail Assistant backgrounds welcome!

You'll love this role if you've built strong customer skills in retail and you're ready to see where they could take you next.

Chances are you've already developed more transferable skills than you might realise.

You know how to connect with different personalities, stay patient when things get busy and find the balance between helping customers and achieving results. You learn resilience, adaptability and how to keep showing up with a positive attitude, even on the days that don't go to plan.

This role gives you the chance to bring those skills into an environment with structured training, clear career pathways and set hours you can actually plan around. You'll still spend your day talking to people, solving problems and helping customers, but you'll do it with the support of a team that's invested in helping you grow.

Based at our Sippy Downs HQ, you'll work alongside your team every day. Coaching happens in real time, support is always close by and you'll build new skills through experience, feedback and training.

Some conversations will be straightforward. Others will require patience, confidence and the ability to adapt your approach. That's where many people from retail backgrounds do well. They're used to reading situations, thinking on their feet and helping people find the right solution.

Many of our leaders started in customer-facing roles. If you're looking for more stability, more development and a clearer path forward, this could be the start of something bigger.

What you’ll be doing

• A full‑time role in‑office at Sippy Downs
• Speak with customers on the phone, helping them understand and choose the right cover
• Follow supportive scripts and call flows while learning how to guide real conversations confidently
• Read and interpret policy information in real time, explaining cover and costs clearly
• Work towards sales and performance targets while building strong sales habits
• Work across multiple systems at once, including online quoting tools and customer records
• Receive regular coaching and feedback, and use it to build confidence and capability over time
• Work onsite with your team, with set hours and clear expectations around performance and quality

What great looks like

• You care about helping people and know that the best results come from understanding what matters most to customers and earning their trust.
• You enjoy working towards goals and get genuine satisfaction from seeing your effort turn into results.
• You take on coaching, feedback and new challenges because you're motivated to keep improving.
• You stay resilient when conversations are tough and quickly refocus on the next opportunity.
• You enjoy being part of a team that celebrates wins and backs each other through challenges.

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 performance‑based incentives, plus annual salary reviews.
• This role is your career launchpad - Build sales, negotiation, communication and customer influence skills while creating opportunities to grow into leadership and specialist roles across Youi.
• Paid training, regular coaching and on‑the‑job support to help you build confidence and capability from day one.
• Time off you can plan around - 22 days annual leave, plus rostered days off or flexibility depending on your role.
• Set start and finish times so you can plan life outside work
• A workplace you can feel - Food trucks, themed days, team celebrations and practical wellbeing benefits that bring real energy to the day.
• 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 - Help customers make confident insurance decisions today that will 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 lifedoesn’t go to plan. Every conversation, every decision, every day you’re part ofraising 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 programs like Youi Stars, so theimpact 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.

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.

Visityoui.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to seewhat work life with us looks like.