Customer Care Adviser & Client Support

Partners Life Limited; Devonport-Takapuna; Hybrid; NZD 42,000 - 52,000; Full time

Benefits offered by this job

Discretionary bonus after 12 months

Life insurance

Income protection

Birthday leave

Flexible hybrid working

Maternity leave salary top-up

Job summary

Partners Life Limited is recruiting for a 12-month fixed-term, phone-based Customer Care role in our Auckland office. You will handle a high volume of inbound and outbound calls, delivering accurate policy and product information while building strong relationships with advisers and customers.

You will contribute to service targets, work across teams for administrative tasks, and uphold quality, compliance, and confidentiality in every interaction.

Qualifications

• Experience in a contact centre or high-volume phone-based support.
• Experience in financial services or insurance preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and accuracy in information.

Responsibilities

• Be the first point of contact for advisers and customers via calls.
• Resolve enquiries by providing policy, product, and process information.
• Build and maintain relationships with advisers and customers.
• Handle queries within SLAs and escalate when required.
• Ensure interactions meet quality, compliance and confidentiality standards.

Skills

Contact centre experience

Verbal communication

Written communication

Problem solving

Multi-tasking

Attention to detail

Customer service mindset

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 (some benefits apply to permanent employees only):

• 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

To be eligible to apply for this role, you must have the legal right to work in New Zealand.