Customer Solutions Consultant

Weploy; Melbourne; Remote; AUD 42,000 - 60,000; Part time

Benefits offered by this job

Fully remote (Melbourne first-day pick

3-month casual contract with extension

37.5 hours per week

Job summary

Weploy is hiring for a customer service role focused on insurance service needs. The position is fully remote but based in Melbourne for day-one equipment pickup, with 37.5 hours per week across Mon-Fri and a 3-month casual contract that can extend or go permanent based on performance.

You will handle inbound PHI member calls, review rate queries, process cards and payments, and answer general questions to keep members informed and supported. Training will be provided to reach full competency.

Qualifications

• Ability to handle high-volume, high-pressure calls.
• Excellent verbal and written communication.
• Strong empathy and customer-care mindset.
• Willingness to learn and adapt quickly.

Responsibilities

• Handle inbound calls from PHI members with care and accuracy.
• Address rate reviews, card reorders, payments, rebates, and premiums.
• Provide clear explanations of insurance services to members.
• Triages and transfers calls with empathy to reduce wait time.
• Opportunity to expand to web chat and complex queries later.

Skills

Empathy

Communication

Resilience

Coachability

Time management

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.

• Fully remote - must be based in Melbourne to pick up the equipment from Spring Street on their first day.
• 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

About Our Client:

We are partnering with one of Australia’s most respected member-owned wellbeing organisations, with a proud history spanning over 180 years. They deliver meaningful health, financial, and care services aimed at improving lives and creating Real Wellbeing for their members and communities nationwide.

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:

• 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 and ability to take feedback
• Commitment to full-time hours Monday–Friday
• 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)