Customer Service - Team Knowledge Specialist Pet Insurance

Southern Cross Community Healthcare; New Zealand; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Five days wellbeing leave

Health insurance for you and whānau

Life insurance cover

Discounts on pet and travel insurance

Enhanced parental leave benefits

Job summary

Southern Cross Pet Insurance in Hamilton, NZ, seeks a Team Knowledge Specialist to be the trusted expert who guides our Pet Insurance team. You’ll help consultants navigate policy questions, complaints and complex scenarios.

You’ll coach, mentor and train teammates, create and improve knowledge articles, and translate changes into practical guidance. You’ll support onboarding and partner with team leaders to close knowledge gaps.

Qualifications

• 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.
• Ability to build strong relationships across teams.
• Experience using Microsoft Office applications.

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

Contact centre experience

Customer service

Insurance knowledge

Coaching/mentoring

Policy interpretation

Relationship building

Microsoft Office

Tools

Microsoft Office

Job description

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Customer Service - Team Knowledge Specialist Pet Insurance

Southern Cross Community Healthcare – Hamilton, North Island

Full time

16h ago , from Southern Cross Health Insurance

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.

About the role

As our Team Knowledge Specialist, you'll be the go-to person for knowledge, guidance, coaching and support across our Pet Insurance team.

You'll work closely with our Sales & Service team, helping consultants confidently navigate customer enquiries, policy questions, complaints, process changes and complex scenarios.

This is a role for someone who enjoys making a difference behind the scenes and on the frontline. You'll coach and mentor others, support escalated customer issues, maintain critical knowledge resources and help drive continuous improvement across the business.

No two days are the same. One day you might be helping resolve a complex customer issue. The next, you'll be creating knowledge content, delivering coaching sessions, onboarding new team members or helping the team understand an important policy update.

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

You love learning, sharing knowledge and helping others succeed.

You're naturally curious, approachable and calm under pressure. People trust your judgement, value your expertise and know they can count on you for support when things get tricky.

You'll ideally bring:

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?

Because culture matters.

At Southern Cross, our values aren't something we talk about once a year. They're part of who we are and how we work together every day.

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 understands 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?

We know our people are our greatest asset, which is why we invest in wellbeing, flexibility and development.

Our benefits include:

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

Ready to join us?

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.