Service Consultant

Avant Mutual Group; Canberra; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Modern offices

Career growth

Job summary

Avant Mutual is seeking a Service Consultant to deliver exceptional service to our members across calls, emails, and written correspondence. You’ll rapidly learn our products, policies, and procedures to support and maintain member records with accuracy and confidentiality.

The role offers a hybrid Sydney-based environment with 50% work-from-home once trained, providing career growth within a large medical organisation and opportunities to contribute to continuous improvements in service

Qualifications

• Experience in a customer service–focused role.
• Strong written and verbal communication skills.
• Ability to manage sensitive information with discretion.
• Proactive approach to process improvement and efficiency.

Responsibilities

• Deliver consistently superior service across channels.
• Provide accurate, high-quality support to members.
• Maintain confidential member records with precision.
• Identify and contribute to improvement initiatives.
• Work well in a team while also autonomously handling tasks.
• Support team goals and foster a collaborative culture.
• Follow OH&S guidelines and promote safety.
• Support peak renewal periods (year-end) when required.

Skills

Customer service

Clear communication

Attention to detail

Discretion

Analytical skills

Process improvement

Teamwork

Autonomy

Job description

Service Consultant – Avant Mutual, Medical Indemnity
Sydney Full-time Hybrid (50% WFH once trained)

About Avant

Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”. Avant now represents 90,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs.
Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers. As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.

About the Role

As a Service Consultant, you’ll be the first point of contact for our members, providing consistently superior service across inbound and outbound calls, emails, and written correspondence. You’ll develop strong knowledge of our products, policies, and procedures, giving you a solid foundation for long-term career growth at Avant.
Your work will reflect the Avant Values every day:

• Passion in the way you support our members
• Purpose in your commitment to quality
• Trust in the accuracy and confidentiality of your work
• Courage in identifying improvements and contributing new ideas

Key Responsibilities

• Deliver consistently superior service that exceeds member expectations
• Provide high-quality, accurate support across all service channels
• Maintain member records with precision and confidentiality
• Identify and contribute to continuous improvement initiatives
• Being able to work in a team environment but also autonomously
• Support team goals and contribute to a positive and collaborative culture
• Follow Occupational Health & Safety guidelines and promote a safe workplace
• Support and providing excellent service during our peak renewal periods (end of Calander year and end of financial year)

Key attributes we’re looking for

Success in this role comes from collaborating effectively, communicating clearly, and building strong, trusted relationships with a broad range of stakeholders and members.

• Experience in a customer service–focused role.
• While not essential, it will be highly regarded if you also have:
• Experience in the general insurance industry, with an understanding of insurance products and market dynamics.
• Exposure to a professional membership organisation, particularly in roles involving direct member interaction.

About You

You’ll thrive in this role if you bring:

• Experience in a service-focused role with a strong customer-first mindset
• Excellent attention to detail and a commitment to quality
• Ability to manage sensitive information with discretion
• Strong analytical skills and a proactive approach to process improvement
• Clear, confident communication and interpersonal skills
• Knowledge of OH&S practices (preferred)
• Availability for full-time hours (Monday to Friday 8am to 8pm AEST and Monday to Friday 8am to 5pm AWST)

What’s in It for You

• Hybrid working – enjoy 50% WFH once fully trained
• Modern offices with excellent onsite amenities
• A supportive, vibrant, and values-driven team
• Genuine career growth opportunities within a large medical organisation
• The chance to make a meaningful impact supporting Australia’s medical professionals