Customer Service - Team Knowledge Specialist Pet Insurance

Southern Cross Medical Care Society; Hamilton; On-site; NZD 70,000 - 110,000; Full time

Benefits offered by this job

Five days wellbeing leave

Health insurance for you and whānau

Life insurance

Discounts on pet and travel insurance

Enhanced parental leave

Wellbeing programmes

Job summary

Southern Cross Pet Insurance is seeking a Team Knowledge Specialist to become the trusted expert who helps our people deliver exceptional customer experiences, every day. You’ll own policy, process and product knowledge, resolve complex enquiries, coach teammates, and create clear knowledge articles for the team.

This role focuses on improving customer outcomes while maintaining compliance and privacy standards, supporting onboarding, and thriving in a collaborative, learning-focused culture

Qualifications

• Experience in a contact centre, customer service, insurance or sales environment.
• Coaching, mentoring or training experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Insurance experience would be an advantage.

Responsibilities

• Be the team's subject matter expert on policy, process and product knowledge.
• Resolve complex customer enquiries and escalations accurately and efficiently.
• Support the resolution of customer complaints and challenging cases.
• Coach, mentor and train team members to build confidence and capability.
• Create, maintain and improve knowledge articles, guides and procedures.
• Translate product, system and process changes into clear and practical guidance.
• Identify trends, recurring enquiry drivers and opportunities for improvement.
• Support onboarding and ongoing development of new team members.
• Partner with Team Leaders to identify and address knowledge gaps.
• Help ensure quality, compliance, privacy and customer outcome standards are consistently met.

Skills

Customer service

Problem solving

Coaching

Communication

Attention to detail

Policy interpretation

Relationship building

MS Office

Continuous improvement

Insurance experience

Job description

About us

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive. Now is an exciting time to join us. You’ll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you’ll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

About the role

Protect the pet life. Empower the people behind it. At Southern Cross Pet Insurance, we're passionate about helping Kiwi pet parents protect the lives of their beloved cats and dogs. Every day, we support customers through the unexpected, from playful pups with boundless energy to curious cats with a talent for finding trouble. Our purpose is simple: Protect the Pet Life. We're looking for a Team Knowledge Specialist to become the trusted expert who helps our people deliver exceptional customer experiences, every single day. If you're known for your expertise, love coaching others, thrive on solving complex problems and want to play a key role in shaping team success, this could be the opportunity you've been waiting for.

What you'll be doing

• Be the team's subject matter expert on policy, process and product knowledge.
• Resolve complex customer enquiries and escalations accurately and efficiently.
• Support the resolution of customer complaints and challenging cases.
• Coach, mentor and train team members to build confidence and capability.
• Create, maintain and improve knowledge articles, guides and procedures.
• Translate product, system and process changes into clear and practical guidance.
• Identify trends, recurring enquiry drivers and opportunities for improvement.
• Support onboarding and ongoing development of new team members.
• Partner with Team Leaders to identify and address knowledge gaps.
• Help ensure quality, compliance, privacy and customer outcome standards are consistently met.

About you

• Experience in a contact centre, customer service, insurance or sales environment.
• Strong customer service and problem‑solving skills.
• Coaching, mentoring or training experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Confidence interpreting policies, procedures and technical information.
• The ability to build strong relationships across teams.
• Experience using Microsoft Office applications.
• A passion for continuous improvement and delivering great customer outcomes.
• Insurance experience would be an advantage, but most importantly, we're looking for someone who loves helping people learn, grow and succeed.

Why Southern Cross Pet Insurance?

• Ngākau nui – always there
• Āhurutanga – always real
• Tikanga – always true

We're proud of our supportive, inclusive and genuinely caring culture. We celebrate success, help each other through challenges and believe great customer outcomes start with great employee experiences. You'll join a team that works hard, laughs often and understand that the occasional dog photo can absolutely brighten a meeting. After all, protecting the pet life isn't just what we do. It's what we're passionate about.

What's in it for you?

• Five days of wellbeing leave each year
• Southern Cross health insurance for you and your immediate whānau
• Life insurance cover
• Discounts on pet and travel insurance
• Enhanced parental leave benefits
• Financial wellbeing support
• Access to wellbeing programmes and resources
• One paid volunteer day each year
• The ability to purchase additional flexi leave
• Ongoing learning and development opportunities

We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee‑led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.