Hospitality Reservations Specialist

Elevatecareersnetwork; Sydney; Remote; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Work from home 2 days/week

Training and development opportunities

Global, values-driven culture

Job summary

Neilson Financial Services is seeking a Customer Care Agent in Australia to be the voice for policyholders, delivering outstanding service across customer enquiries and post-sales requests. You will handle a wide range of queries, predominantly via inbound and outbound calls, in a fast-paced contact centre.

The role suits someone who thrives on targets and takes pride in helping customers navigate important financial decisions.

Qualifications

• Experience in a customer-facing role within financial services or customer service environment.
• Excellent verbal and written communication skills with a high standard of customer correspondence.
• Life insurance industry experience is a plus, but not essential.
• Proficient computer skills including Microsoft Office.

Responsibilities

• Handle customer enquiries and requests via phone and email.
• Receive and resolve complaints at first contact, escalating when required.
• Update policy details and process changes to cover, including cancellations.
• Empathise with customers and address objections to ease concerns.
• Maintain accurate customer records and comply with regulations.
• Adhere to processes and escalate breaches as appropriate.
• Contact customers to remediate issues identified by the quality assurance team.
• Meet productivity and quality targets and contribute to team performance.

Skills

Attention to detail

Empathy

Customer service mindset

Multi-tasking

Adaptability

Customer-focused

Tools

Microsoft Office

Job description

Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand. With over 1,000 employees and more than 650,000 policies issued, we help families secure financial protection for their loved ones through locally based contact centres.

Since launching in the UK in 2012 and expanding into Canada in 2021, we entered the Australian and New Zealand markets in late 2024. In that time, Neilson ANZ has launched six brands across the funeral and life insurance markets and become the country's third largest direct distributor of life insurance. Now we're looking for a Customer Care Agent to join our growing Australian team.

About the role

In this role, you'll be the voice of Neilson for our policyholders, delivering outstanding service across all customer enquiries and post-sales requests. Through excellent communication skills, you'll handle a wide range of customer queries, predominantly via inbound and outbound calls.

This role will suit someone who thrives in a fast-paced, target-driven contact centre environment and takes genuine pride in helping customers navigate important financial decisions.

What you'll do

• Manage customer enquiries and requests effectively via phone and email
• Receive and resolve customer complaints at first contact, escalating where required
• Update policy details, process changes to cover, and handle cancellation requests
• Empathise with customers and confidently handle objections and queries to ease uncertainty or concerns
• Maintain accurate customer records and comply with regulatory requirements
• Adhere to processes and procedures for all service-related matters, escalating breaches as appropriate
• Contact customers to remediate failings identified by the quality assurance team
• Meet productivity and quality targets, contributing positively to team performance

What you'll bring

• Strong attention to detail with the ability to maintain accuracy under pressure
• Genuine empathy and a desire to go above and beyond for customers
• Ability to operate well in a target-driven environment while maintaining high quality and service
• Effective multitasking skills and the ability to manage competing priorities
• Willingness to embrace change in a fast-paced environment
• Passion for delivering outstanding customer service

Requirements

• Experience in a customer-facing role within financial services, or extensive experience in a customer service environment
• Excellent verbal and written communication skills, with a demonstrated ability to correspond with customers to a high standard
• Life insurance industry experience is a plus, but not essential
• Intermediate computer skills, including proficiency with Microsoft Office

What we offer

• Work from home available - Once you have completed your training/probation you have the option to Work From Home 2 days per week.
• A supportive team environment in a high-growth Australian business
• Ongoing training and professional development opportunities
• The chance to be part of a globally expanding life insurance company with a strong values-driven culture

Accessibility For Job Applicants
We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer
Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.