Customer Services Officer - Insurance

Capricorn; Perth; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

14 weeks parental leave

Two extra paid leave days

WHEREFIT wellness perks

Perkbox perks

Training & study assistance

Job summary

Capricorn is seeking a Customer Service Officer - Insurance to support Members and Suppliers across inbound/outbound calls, email, and portal channels. The role emphasizes ownership of inquiries, first-contact resolution when possible, and clear CRM records.

Successful candidates will have at least two years in a customer service role, strong communication skills, good numeracy, and the ability to stay calm under pressure in a process-driven insurance environment. A hybrid work model is offered.

Qualifications

• Minimum of two years’ experience in a customer service or contact centre role.
• Strong verbal and written communication skills.
• Good numeracy with exceptional accuracy and attention to detail when managing records and updates.
• Ability to remain calm under pressure and manage competing enquiries.

Responsibilities

• Handle inbound and outbound calls, email and portal inquiries from Capricorn Members and Suppliers.
• Take ownership of enquiries and resolve matters at first contact where possible.
• Follow complaints and escalation processes when issues cannot be resolved immediately.
• Maintain clear records in CRM and complete accurate system updates in Epicor.
• Collaborate with Operations, Field Sales and Supply teams to support positive service outcomes.

Skills

Customer service

Verbal communication

Written communication

Numeracy

Calm under pressure

Education

Year 10 High School Certificate or equivalent

Tools

CRM (Epicor)

Job description

A little about us

Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program.

We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers.

At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger: a Community which is connected and supported to make a difference, while having some fun along the way!

A little about the role

As Customer Service Officer - Insurance, you will be part of the Sales and Services Operations team, providing responsive, high-quality support to Capricorn Members and Suppliers across inbound and outbound calls, email and portal channels.

You will take ownership of enquiries, focus on resolving matters at first contact, and deliver accurate responses within agreed service levels. Where an issue cannot be resolved immediately, you will follow the complaints and escalation process and keep the right internal teams informed.

You will also maintain clear records of each interaction in CRM, complete accurate system updates in Epicor, and work closely with Operations, Field Sales and Supply teams to support consistently positive service outcomes.

What you’ll bring

We’re looking for an experienced contact centre professional who communicates clearly, stays composed under pressure and brings the accuracy needed in a process-driven insurance service environment.

What’s essential

• A minimum of two years’ experience in a similar customer service or contact centre role.
• Strong verbal and written communication skills, with the ability to engage confidently with customers and internal stakeholders.
• Sound judgement and the ability to resolve enquiries in line with business needs, procedures and service expectations.
• Good numeracy skills, exceptional accuracy and strong attention to detail when managing records and system updates.
• The ability to remain calm under pressure, manage competing enquiries and escape unresolved matters appropriately.

Highly regarded

• Contact centre experience within an insurance environment.
• A Customer Service Certificate or other relevant customer service training.

Qualifications

Completion of a Year 10 High School Certificate or equivalent is preferred.

A little on life at Capricorn

At Capricorn, we’re committed to creating an environment where our people can thrive, both professionally and personally. That’s why we’ve built a range of benefits that support wellbeing, flexibility, development, and important moments in life, helping our people do their best work while balancing what matters most to them.

Our benefits include:

• A hybrid work model for office-based team members, with flexibility to work both from home and the office.
• 14 weeks inclusive paid parental leave for all eligible Team Members, providing equitable support of all parents and caregivers.
• Two additional days of paid leave to support moments that matter to you.
• Wellbeing, fitness, and lifestyle perks through WHEREFIT and Perkbox.
• Learning and development opportunities, including training opportunities and study assistance for eligible team members.
• Additional benefits such as purchased leave, salary continuance insurance, social club, novated leasing and more.