- High-volume inbound role handling time‐critical customer situations.
- KPI-driven contact centre for experienced, performance-focused agents.
- Suited to resilient professionals who thrive in fast‐paced environments.
Customer Service Consultant – Contact Centre (Insurance)
Join a well‐known insurance organisation as a Customer Service Consultant in a fast‐paced, inbound contact centre environment. This is a high‐volume, KPI‐driven role suited to experienced contact centre professionals who are confident managing multiple systems, handling challenging calls and consistently meeting performance expectations.
What's In It for You
- $37.13 per hour + super, plus penalty rates and overtime.
- Modern CBD office close to Central Station.
- Join a stable, globally recognised insurance brand.
- Structured training with ongoing coaching.
- Clear KPIs, performance frameworks and leadership support.
- Supportive team culture with experienced leaders.
About the Role
- Full‐time inbound contact centre role in a high‐volume insurance environment.
- Handle time‐critical and often emotive customer calls with confidence and excellent customer service.
- Work in a structured, KPI‐driven environment with clear targets.
- Navigate 3-5 systems simultaneously while maintaining accuracy and efficiency.
- 100% office‐based for the first 6 months.
- Rotating roster Monday - Sunday, 6:00am - 8:00pm (post training).
About You
- Proven experience in a high‐volume, phone‐based contact centre (essential).
- Comfortable working to KPIs such as AHT, quality and adherence.
- Confident using multiple systems simultaneously while on calls.
- Demonstrated reliability, consistent attendance and solid tenure.
- Resilient and able to manage difficult or emotional customer interactions.
- Open to feedback and comfortable working in a structured, performance environment.
- Confident communicator who can take the lead in customer conversations.
- Able to commit to full‐time, in‐office work in the Brisbane CBD.
- Available for a rotating roster across a 7‐day operation.
- Full Australian unrestricted work rights required.
- Must be able to pass a Police Check.
Please note: This is a high‐accountability role. Reference checks will be conducted early in the process, including verification of attendance and reliability.
Customer Service Consultant employer: Talentpath Recruitment
The Smith Family is an exceptional employer, offering a unique opportunity to lead customer experience and strategy within one of Australia's leading children's charities. With a modern office in the heart of Sydney CBD, employees benefit from flexible hybrid working arrangements, comprehensive wellbeing programs, and inclusive leave options that support work-life balance. The organisation fosters a collaborative culture that values professional growth, providing access to leadership programs and a dedicated learning platform, making it an ideal place for those looking to make a meaningful impact while advancing their careers.
