Customer Solutions Consultant

Weploy; Melbourne; Hybrid; AUD 96,432,000 - 101,254,000; Full time

Benefits offered by this job

Fully remote

Based in Melbourne

Casual 3-month contract

Opportunity to extend

37.5 hours per week

Mon-Fri shifts 8:30-6:00

Job summary

Weploy is seeking compassionate Customer Support Specialists to assist PHI members with insurance services. The role involves handling inbound calls, rate reviews, card reorders, payments, and general inquiries in a dynamic, supportive environment.

This is a 3-month casual contract with strong potential to extend or go permanent. Fully remote, based in Melbourne, with Monday–Friday shifts 8:30am–6:00pm and 37.5 hours per week, paid at $36.81/hour plus 12.5% super.

Qualifications

• 6+ months contact centre experience (recent experience not essential).
• High-volume / high-pressure capability.
• Strong resilience and emotional maturity.
• Empathy-first mindset - absolutely essential.
• Ability to explain complex information in simple, human language.
• Exceptional communication skills (verbal & written).
• Coachability & ability to take feedback.
• Commitment to full-time hours Monday–Friday.
• Comfort navigating CRM systems (Salesforce desirable, not essential).
• Private Health Insurance experience (desirable but not essential).
• Available to work 37.5 hours full time each week (Mon-Fri rosters across 8:30am-6:00pm).

Responsibilities

• Handling inbound calls from PHI members.
• From rate review queries, reordering member cards, payment updates, government rebates, to policy premiums - You’ll handle member calls with care and precision.
• Address general questions about insurance services, ensuring members feel supported and informed.
• Triage and transfer calls with empathy, easing frustration for possible long wait times.
• Opportunity to up-skill into web chat and complex queries once ready to expand your expertise.

Skills

Empathy

Communication

Resilience

Coachability

CRM

Multitasking

Tools

Salesforce

Job description

Looking for a role where you can make a difference to someone’s life?

Love supporting customers through the good and bad?

We've got you covered.

Benefits!

• Start date: 14th September 2026
• Fully remote - must be based in Melbourne to pick up the equipment from Spring Street.
• Work for a member-owned organisation that reinvests into community wellbeing
• 3-month casual contract with strong opportunity to extend or go permanent based onperformance
• Monday–Friday rosters
• Guaranteed full-time hours (37.5 hours per week)
• Consistent shifts across 8:30am–6:00pm
• $36.81 per hour + 12.5% super

Your Next Role:

We’re looking for passionate individuals to support customers with their insurance serviceneeds. This role is all about making a difference for customers while thriving in a dynamic andsupportive environment.

What You’ll Do:

• Handling inbound calls from PHI members.
• From rate review queries, reordering member cards, payment updates, governmentrebates, to policy premiums - You’ll handle member calls with care and precision.
• Address general questions about insurance services, ensuring members feel supportedand informed.
• Triage and transfer calls with empathy, easing frustration for possible long wait times.
• Opportunity to up-skill into web chat and complex queries once ready to expand yourexpertise.

Committed to your growth, with a focus on:

• Speed to Competency: Progressively building your skills over 3 weeks with clearsupport and milestones.

Key Metrics for Excellence:

• After-call work
• Adherence to schedules
• Quality Assurance (QA) scores
• CSAT
• Net Promoter Score (NPS) – quality-driven, not about handling time.

Training & Support:

Get Ready for an Incredible 2-Week Journey!

Your training kicks off with all the tools you’ll need for success.

You'll start with a mix of engaging classroom learning and hands-on practice with real calls.

Don’t worry you’ll have loads of support every step of the way, including a dedicated support team and a phone line for any questions that pop up. You’ll transition seamlessly into your team, where we’ll continue to check in with you. Plus, the support phone line stays available, and you’ll have access to a senior support group for guidance as you grow in your role.

We’re here to ensure you feel confident, supported, and ready to thrive - let’s get started!

What You Need:

• 6+ months contact centre experience (recent experience not essential)
• High-volume / high-pressure capability
• Strong resilience and emotional maturity
• Empathy-first mindset - absolutely essential
• Ability to explain complex information in simple, human language
• Exceptional communication skills (verbal & written)
• Coachability & ability to take feedback
• Commitment to full-time hours Monday–Friday
• Comfort navigating CRM systems (Salesforce desirable, not essential)
• Private Health Insurance experience (desirable but not essential)
• Available to work 37.5. hours full time each week (Mon-Fri rosters across 8:30am-6:00pm)