Service & Retention Consultant

Control Insurance Solutions; Brisbane; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Location - Toowong Village office

Be rewarded - bonuses and perks

Leave options

Grow with us

Give back

Take care of yourself

Celebrate the wins

Save money - discounts

Job summary

Control Insurance Solutions Pty Ltd. is seeking a Service & Retention Consultant in Brisbane to engage with customers and deliver high-quality outcomes. In this role you will handle policy updates, respond to emails and calls with care, and support customers to resolve amendment requests efficiently.

The position emphasizes empathy, strong communication, and collaboration within a team, with a focus on accurate information capture and customer satisfaction.

Qualifications

• Experience in a Call Centre environment favourable.
• Excellent communication skills are essential.
• Empathetic attitude with a focus on customer outcomes.
• Strong attention to detail and commitment to high-quality work.

Responsibilities

• Take calls from customers wishing to update or change an existing policy.
• Respond to customer emails and calls, providing excellent customer service.
• Provide support to customers to promptly resolve requests to amend policies.
• Obtain & record information accurately.

Skills

Call Centre experience

Customer service

Communication skills

Empathy

Attention to detail

Team player

Willing to learn

Job description

Purpose of the Role:

As our new Service & Retention Consultant you will be engaging with our customers to deliver a high-quality customer experience.

Position Accountabilities:

• Take calls from customers wishing to update or change an existing policy
• Respond to customer emails and calls, providing excellent customer service
• Provide support to customers to promptly resolve requests to amend policies
• Obtain & record information accurately

Knowledge and Experience:

• Experience in a Call Centre environment favourable, ideally with experience in General Insurance, or Financial Services
• A warm and empathetic attitude along with excellent communication skills
• A keenness to learn and develop
• A drive and passion for results, the ability to produce high quality work and high attention to detail
• A strong team player who works in collaboration with others and actively participates in team discussions and activities in a positive and engaging way

Our Perks:

• Location – Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us:

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

Thank you for your interest in Auto & General Holdings. Our records indicate that you have already submitted an application for employment. Should your prior experience match our business needs, you will be contacted by a representative of our company.The goal of the questions that you have just answered is to help determine if this opportunity would be a good match for you and our company. At this time your qualifications do not match any of our positions. Your application will remain active for 30 days. Please do not reapply during this time period, as your application will register in the system as "Already Applied". Thank you for your interest in employment with us.