Support Pro

Plan Partners; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

12 weeks paid parental leave

Learning and development opportunities

Wellbeing platform 24/7 access

Income protection insurance

Volunteer leave

Job summary

McMillan Shakespeare Group (MMS) is hiring for a Support Pro to assist customers through their novated lease journey and handle administration with accuracy. The role sits in the Customer Operations team, offering a mix of office days in Melbourne CBD and remote work across the week.

You will manage phone, email and online inquiries, aiming for clear service outcomes and productivity while learning the novated leasing business under experienced guidance.

Qualifications

• Experience in hospitality, retail, customer service or administration is valued.
• Strong communication and listening skills; ability to explain clearly.

Responsibilities

• Answer customer enquiries with clear, friendly advice and practical next steps.
• Reviewing and processing claims approvals in line with procedures and your authority.
• Preparing lease documents and checking files for accuracy, completeness and compliance.
• Keeping customer records up to date and making sure the details are right.
• Working with internal teams and third parties to resolve issues and keep things moving.
• Taking ownership of follow-ups so customers know what’s happening and when to expect an update.
• Sharing ideas that make everyday tasks easier for customers and the team.

Skills

Customer service

Organised

Tech savv y

Communication

Attention to detail

Tools

Outlook

Word

Excel

Job description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives. This is a 1 year Full Time Limited Tenure Oly wants you to have the best of both roads. Driving the car you love, while helping you make the most of your salary. Oly puts you behind the wheel and makes life easy with a simple, single regular payment that covers your new car and all its related expenses as well. With the tax savings you could gain and no upfront deposit, Oly makes it easy for you and your boss to set up your novated lease. (Learn more about that here). You’ll be on the road before you know it. Oly is backed by one of Australia’s largest and most trusted novated leasing providers. Benefit from bigger Aussie-backed buying power to make your dream car a reality while saving yourself from head-scratchingly complicated leasing admin. That’s why Oly really is your key to novated leasing. Help make novated leasing feel easy. At Oly, we’re making novated leasing available to more Aussies, including people working in small and medium businesses. We help customers understand their options, manage the details and get on with enjoying their car. We’re backed by the McMillan Shakespeare Group, one of Australia’s largest salary packaging and novated leasing providers. And we’re looking for a Support Pro who enjoys helping people, getting things organised and seeing a task through. New to novated leasing? That’s okay. Our experienced team will help you learn the ropes.

Here’s how you will make a difference in this role… When a customer has a question, needs an update or wants help sorting something out, you’ll be there to make their next step clear. As part of our Customer Operations team, you’ll support customers throughout their lease, combining helpful conversations with accurate administration. That might mean explaining a claim, checking lease documents or working with another team to resolve an enquiry. This is a full‑time, permanent role with two days in our Melbourne CBD office on Thursdays and Fridays, and three days working from home. You’ll handle a busy mix of phone, email and online enquiries, working towards clear service, quality and productivity goals. At MMS clear expectations help our people Be the Difference.

Your key responsibilities in this role will include:

• Answering customer enquiries with clear, friendly advice and practical next steps.
• Reviewing and processing claims approvals in line with procedures and your authority.
• Preparing lease documents and checking files for accuracy, completeness and compliance.
• Keeping customer records up to date and making sure the details are right.
• Working with internal teams and third parties to resolve issues and keep things moving.
• Taking ownership of follow‑ups so customers know what’s happening and when to expect an update.
• Sharing ideas that make everyday tasks easier for customers and the team.

To be considered for this role you will have:

• You might come from hospitality, retail, customer service or administration. What matters is that you enjoy helping people and take pride in doing a job well.
• A helpful approach. You listen, ask questions and explain things in a way people can understand.
• An organised way of working. You can juggle enquiries, keep track of follow‑ups and work through your priorities.
• An eye for detail. You check your work and understand that small details can make a big difference.
• Confidence with technology. You’re comfortable using Outlook, Word and Excel, and learning new systems.
• Initiative and good judgement. You’re happy working independently and know when to ask for help.
• A team mindset. You share what you know, support your colleagues and adapt when priorities change.

What you can expect from us:

Training and support to build your knowledge of novated leasing. A base salary and opportunities to develop your skills and progress your career. A mix of office connection and working from home. Clear expectations, with the trust and support to take ownership of your work.

What doing well looks like:

Customers leave the conversation understanding what happens next. Your work is accurate, your follow‑ups happen when promised, and you contribute to the team’s service and productivity goals. You don’t need to have every answer on day one. You do need curiosity, care and a willingness to learn.

What we can offer you:

• Strong culture and the support of a values‑based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program
• Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

We value the skills and attributes veterans can bring to our organisation.

We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail].

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co‑ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service. Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.