Service Centre Consultant – Evening & Overnight Support

NTI Limited; Newcastle-Maitland; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Annual incentive up to 10%

Employee Assistance Program (EAP)

Insurance product discounts

Discounts at 350 retailers Australia‑w

Job summary

NTI Limited is seeking a customer service superstar for evening and overnight shifts. This permanent full-time role is 38 hours per week, with a 12:00pm–10:00pm roster, plus a 10-hour overnight block several weeks per year.

You’ll be the calm in the storm for customers needing help, delivering real conversations instead of scripts. After a 12-week training period, you’ll have a hybrid arrangement with 50% work-from-home on dedicated days.

Qualifications

• Customer-focused with strong communication skills.
• Autonomous and reliable with the ability to work independently.
• Ability to stay calm and think clearly in fast-moving situations.
• Experience in customer service across retail, hospitality, call centre, or admin is valued.

Responsibilities

• Answer high-volume inbound calls and emails professionally.
• Solve problems, provide reassurance and coordinate assistance.
• Provide administrative support for non-call activities.

Skills

Customer focus

Communication

Autonomy

Calm under pressure

Customer service

Multitasking

Attention to detail

Punctuality

Resilience

Job description

Permanent full-time opportunity with a standard Monday to Friday evening roster and approximately 20 weeks of overnight shift coverage per year. Candidates must be available to work these hours.

Your exciting opportunity:

Are you a customer service superstar who enjoys working later shifts and thrives when others are winding down? If you're a bit of a night owl, we'd love to hear from you.

This role is ideal for someone who is eager to learn, grow, and build a long-term career in a respected industry.

At NTI, we have been helping Australians close to 50 years, backed by leading insurers CGU and Vero. Our team delivers innovative solutions that provide reliable protection, round-the-clock support, and rapid claims handling to keep your operations on the moving forward.

When customers call us, they’re often in tough situations - broken down, needing assistance, or after an accident. That’s where you come in. As part of our evening and overnight support team, you'll be their calm in the storm, helping them get back on track as quickly as possible. No scripts. No robotic call handling. Just real conversations where you use your problem-solving skills to make a difference.

What you want to know:

Permanent full-time position working 38 hours per week. Team members are rostered across a shift window of 12:00pm to 10:00pm, Monday to Friday.

As part of our annual leave coverage arrangements, you will be required to work 10 hour overnight shift (between the hours of 8:15pm to 6:15am, Monday to Sunday) for approximately 20 weeks per year.

Receive a 20% uplift on your entire shift when your shift finishes between 6pm and midnight.

Earn a 25% uplift on your entire shift when your shift finishes between midnight and 6am.

Enjoy double time pay rates on weekend shifts.

You'll be set up with success from day one with a 12-week training program.

After six months, you can enjoy a hybrid working arrangement with 50% work from home on dedicated days.

What you’ll be doing:

Answering and responding professionally to high-volume inbound calls and emails from a range of customers, clients, partners and intermediaries

Solve problems, offer reassurance, and coordinate assistance with our trusted partners

Provision of administrative support for non-call related activities

What we’ll love about you:

A customer-focused person who enjoys helping others

Strong communication skills – you’re a natural at keeping conversations flowing

Self motivated with an ability to be autonomous

Ability to stay calm and think on your feet in fast-moving situations

Previous customer service experience (retail, hospitality, call centre, admin – all backgrounds welcome!)

Versatile with the ability to work in a fast-paced environment, negotiate, handle multiple priorities and manage expectations

Your pride in your attention to detail and punctuality

High levels of resilience and ability to cope well under pressure

What to expect when you’re part of the NTI family:

At NTI, we’re committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions.

We are committed to being a Best Employer of the Best People and as such, we offer:

Competitive annual incentive program of up to 10%.

Health and wellness initiatives, including Employee Assistance Program (EAP).

Generous discounts on a wide range of personal insurance products.

Access to discounts on over 350 retailers across Australia.