Overview
We are looking for people who can turn an interaction with a member into an experience they will remember. Working in our contact centre is high-energy and fast-paced, with a structured environment and KPIs to reach. You won’t be reading from scripts; you’ll bring your personality to help members on their health journey. Calls range from simple inquiries to more complex issues requiring problem-solving. There is a sense of accomplishment in supporting our members when they need us the most. You’ll receive training and be part of a supportive team with knowledgeable Leaders who assist and celebrate success. If you thrive in a fast-paced, dynamic environment and love a challenge, this could be the perfect role for you.
Responsibilities
- Answer up to 40 calls per day and provide solutions, update records, and smoothly transition to the next interaction to ensure every customer receives support.
- Engage with members in a way that is personable and helpful, avoiding scripted responses while maintaining high-quality service.
- Contribute to a positive member experience through effective problem-solving and accurate information gathering.
Qualifications & Skills
- You are confident in computer skills, can multi-task, and navigate systems while speaking with members on the phone.
- You can work in a structured and busy environment and have previous experience in customer service with a track record of delivering exceptional outcomes.
- You enjoy interacting with customers over the phone and are motivated to learn and maintain new skills.
- You are driven to achieve set goals and KPIs and have a versatile, positive work attitude.
Start Date, Training, and Work Model
The position starts on 13 October 2025 and requires a four-week training program at our Newcastle office. This role will be based in our Newcastle or Central Coast hubs and operates on a rotating roster from Monday to Friday, with 7.6 hour shifts between 8:00am and 5:30pm (example start between 8:00am–9:30am, finishing between 4:00pm–5:30pm). Our hybrid working model provides flexibility to work from office hubs and from home, based on what works best for your team. We support focused work, connection, and collaboration, with a new starter benefit and ongoing financial support to set up a home workspace.
Benefits
- 50% discount on nib health insurance and 35% off travel insurance
- Paid volunteering leave through nib Foundation
- Well Program and corporate fitness discounts
- Access to employee share plans, short-term incentive program, life and salary continuance insurance
- 18 weeks paid parental leave, 5 days paid cultural leave for First Nations peoples, and 4 weeks paid gender-affirmation leave
Diversity, Equity & Inclusion
We welcome candidates reflecting the diversity of the communities we operate in and actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ and culturally diverse individuals to apply. nib is committed to accessible recruitment. If you require adjustments to our online application or assessment process, please contact
The Fine Print
All information is kept confidential according to EEO guidelines. Successful applicants may be required to complete a background check prior to commencement. We acknowledge Aboriginal and Torres Strait Islander peoples as Traditional Custodians of the lands where we live, learn and work.
Next Steps
Next steps may include communications via email to complete an online chat interview. If you’re successful, you will be invited to participate in an in-person Assessment Centre in the Newcastle hub on a specified date.
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📌 Customer Care Consultant
🏢 Bendigo Advertiser
📍 Newcastle City Council