Customer Care Consultant

About the role | He Aha Te Tūranga 🌟

We are looking for people who can turn an interaction with a member or adviser into an experience they will remember, for all the right reasons!

Working in our contact centre is high-energy and fast-paced! Your day is mapped out, answering up to 40 calls a day with often only a few minutes to adjust before answering the next one. The environment is very structured with set breaks and Key Performance Indicators (KPIs) to reach.

We value human connection so you won’t be reading from scripts, we want you to bring your personality to work and make a difference to our members and their health journey. The calls themselves can range from simple inquiries to more complex issues that require problem-solving. There's a rhythm to it - each call is an opportunity to assist members and advisers by providing solutions, update records and smoothly transition to the next interaction, ensuring every customer receives the support they need.

There's also a sense of accomplishment in supporting our members and advisers when they need us the most. You’ll receive training so you’re equipped with the right skills and knowledge to thrive and you’ll be part of a supportive team with very knowledgeable Leaders who are always there to assist and celebrate your success.

If you thrive in a fast-paced, dynamic environment and love a challenge, then this could be the perfect job for you!

12 month fixed-term contract

This role will be based in our Auckland hub

This role operates on a rotating roster from Monday to Friday, with 8 hour shifts between 8 : 30am and 5 : 15pm (for example, starting between 8 : 30am-9 : 15am, therefore finishing any time between 4 : 30pm-5 : 15pm)

If you are selected to progress, you will be invited to attend an in-person Assessment Centre. During this session you’ll participate in a group activity, a short interview and a role play. This will take place in the Auckland hub on Monday, 8 December from 9 : 15am – 12pm.

The position starts on 19 January 2025 and requires your commitment to a six-week training program at our Auckland office.

About you | Ko Wai Koe 😊

You are confident in your computer skills and can multi-task and navigate systems whilst speaking with members over the phone

You can work in a structured and busy environment

You have previous experience in customer service and can provide exceptional outcomes

You enjoy interacting with customers over the phone

You have a willingness to learn and maintain new skills

You are motivated to achieve set goals and KPIs

You have a flexible and positive work approach and attitude

About nib | Ko Wai Mātou

Free health, life, income protection insurance + discounts for family

Join a supportive and dedicated team where you can develop and enhance your career

Great offices located in Auckland’s CBD

Hybrid work environment with the flexibility to work from home and the office (after training period completed)

An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents

Fitness incentives

Short term incentive programmes

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance. We believe to 'challenge the status quo' - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy.   Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team.

Diversity, equity and inclusion | Te kanorau me te whakaurunga 🌈

We embrace an inclusive working environment.  We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace.

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

Next Steps : If you’re successful in going through to the next stage, you will be sent online Chat questions via email from Sapia to complete (if this is not completed you won’t progress further)