Job Overview

We are looking for a customer‑service representative for our Newcastle contact centre. The role is fast‑paced, requires up to 40 calls per day, and a high focus on KPIs. Four weeks of training will be provided before starting the role on 7 September 2026.

The position is based in Newcastle and operates on a rotating roster Monday‑Friday, 7.6‑hour shifts between 8:00am and 6:00pm.

Responsibilities

- Answer and resolve member calls, ranging from simple inquiries to complex issues, while maintaining a friendly and professional tone.
- Update member records accurately and efficiently.
- Transition to the next interaction smoothly to ensure continuous support for all members.
- Achieve and exceed KPI targets set for call volume and quality.
- Collaborate with the team and leaders to share best practices and celebrate successes.

Qualifications

- Proficient computer skills and ability to multitask across systems while speaking with members.
- Prior customer‑service experience with a track record of delivering exceptional outcomes.
- Comfortable working in a structured, busy setting with frequent short breaks.




- Willingness to learn new skills and adapt to changing processes.
- Drive to meet and exceed set KPIs and performance goals.
- Positive, flexible attitude and strong motivation to succeed.

Benefits

- Hybrid working model with the flexibility to work from a Newcastle hub or home.
- 50% discount on nib health insurance and 35% discount on travel insurance.
- Paid leave for volunteering through the nib Foundation Well Program.
- Corporate fitness discounts and access to employee share plans.
- Short‑term incentive programme and life & salary continuance insurance.
- 18 weeks paid parental leave for all new parents, 5 days paid cultural leave for First Nations peoples, and 4 weeks paid gender‑affirmation leave for trans, gender‑diverse and intersex employees.

Equal Employment Opportunity

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.

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📌 Customer Care Consultant (Newcastle City Council)
🏢 nib Group
📍 Newcastle City Council