Customer Care Consultant

Customer Care Consultant page is loaded## Customer Care Consultantlocations : Auckland, New Zealandtime type : Full timeposted on : Posted 2 Days Agojob requisition id : JR

• 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!
• 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 Aukland hub on Wednesday, 5 November from 9 : 15am – 12pm.
• The position starts on 24 November 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 programmesHere 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 LGBTTQIA+, 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. OurHubsare 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).
• Who we are
• nib Group is a trusted international health partner, empowering our members to make better decisions and improve health outcomes through greater accessibility to affordable health services and information.nib Group provides health and medical insurance to over 1.6 million Australian and New Zealand residents. We also provide health insurance to more than 190,000 international students and workers in Australia.In addition, we are Australia's third largest travel insurer and global distributor of travel insurance through our business nib Travel, providing financial protection and assurance to travellers wherever they are in the world
• Our Purpose
• Our purpose is your better health. We are a trusted partner in helping our members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

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