Pet Insurance Knowledge Coach | Elevate Customer Experience

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

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