Customer Care Adviser & Client Support

Partners Life; Auckland; Hybrid; NZD 52,000 - 63,000; Full time

Benefits offered by this job

Comprehensive training

Career development

Discretionary bonus after 12 months

Life insurance and income protection

Birthday leave

Maternity leave salary top-up

Flexible hybrid working

Takapuna office

Job summary

Partners Life, a leading New Zealand life and health insurer, is seeking a customer care professional for a 12-month fixed-term contact centre role in Auckland. You will handle a high volume of inbound/outbound calls, delivering accurate policy information and exceptional service to advisers and customers.

You’ll collaborate across teams to support customers and advisers and help meet service levels. Ideal candidates will have contact centre experience, strong communication skills, and the

Qualifications

• Experience in a contact centre or high-volume phone-based support.
• Experience in customer service or financial services is a plus.
• Strong verbal and written communication with ability to build rapport over the phone.
• Excellent problem-solving and quick thinking.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented and accurate information delivery.

Responsibilities

• Be the first point of contact for advisers and customers, handling high call volumes with professionalism.
• Resolve inquiries by providing policy, product, and process information with first-call resolution focus.
• Build and maintain positive relationships with advisers, customers, and internal stakeholders while supporting vulnerable customers.
• Manage queries and tasks within service levels and company policies, escalating when needed.
• Ensure interactions meet quality, compliance, and confidentiality standards and contribute to continuous improvement.

Skills

Contact centre

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Job description

Partners Life is one of New Zealand’s largest life and health insurance companies. As part of the Daiichi Life Group, a leading global insurance provider, we are entering an exciting new chapter of growth and opportunity. We know the industry needs bold thinkers and passionate people to help reshape the future of insurance, and that is exactly who we are looking for. We are committed to doing things differently, lifting industry standards, challenging the status quo, and delivering real value through innovation and personalised advice. If you are looking to join a company that’s redefining the insurance landscape and backed by the strength of a global group, Partners Life is the place to grow your career and make a real impact.

About The Opportunity

This is a 12 month fixed term opportunity. As part of our Customer Care team, you’ll play a critical role as the primary point of contact for both financial advisers and customers contacting Partners Life. This is a phone-based, contact centre-style role, where you’ll manage a high volume of inbound and outbound calls, resolve queries, and provide accurate policy and product information. You’ll be responsible for delivering exceptional service, building strong relationships, and ensuring service level targets are consistently met or exceeded across both adviser and customer interactions. Working within our Operations team, you’ll also collaborate across teams to coordinate tasks and complete key administrative activities that support our customers and advisers.

Key Accountabilities

• Be the first point of contact for advisers and customers, managing high volumes of inbound and outbound calls while delivering professional, accurate, and timely support.
• Resolve enquiries efficiently by providing policy, product, and process information, with a strong focus on achieving first-call resolution.
• Build and maintain positive relationships with advisers, customers, and internal stakeholders, delivering a high standard of customer experience, including support for customers in vulnerable situations.
• Manage queries and administrative tasks in line with service level agreements, business rules, and company processes, including appropriate escalation where required.
• Ensure all interactions meet quality, compliance, and confidentiality requirements, contributing to quality assurance and continuous improvement initiatives.

What We Are Looking For

We’re looking for individuals who thrive in a contact centre or phone-based customer support role and are motivated by delivering great customer outcomes.

Experience & Skills

• Previous experience in a contact centre, call centre, or high-volume phone-based customer support role.
• Experience in customer service, administration, or financial services (insurance, banking, or similar), preferred but not essential.
• Strong verbal and written communication skills, with an ability to build rapport quickly over the phone.
• Excellent problem-solving skills and the ability to think on your feet.
• Comfortable managing multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to delivering accurate information.

Personal attributes

• A customer-first mindset with a genuine desire to help others.
• Resilience and adaptability when handling a high volume of calls.
• A collaborative approach, with a willingness to support team success.
• Energy, enthusiasm, and a positive attitude.

What We Offer

At Partners Life, we believe our people are our greatest asset and are proud to invest in their growth, wellbeing, and success. Here are just some of the benefits you will enjoy as part of our family.

• Comprehensive training and ongoing support
• Genuine career development and progression opportunities
• Participation in our discretionary bonus scheme after 12-month service
• Life insurance and income protection covers at our cost, plus subsidised medical insurance
• Birthday leave and long service leave
• Maternity leave salary top-up, reduced hours options, and secondary parental leave
• Flexible hybrid working arrangements
• Modern offices with stunning views in the heart of Takapuna