Job Description

About us

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We are an award winning, national $16B public offer industry fund focused on the education and community sectors. Working for NGS Super means being part of something bigger and working to make a difference to our members and their financial future.

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Our people are key to our success, and as we expand, we're committed to finding and retaining the right talent to take on the journey. As well as a flexible and fun workplace, we offer competitive benefits including additional leave entitlements, personal & professional development and health & wellbeing programs.

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The Role

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As the first point of contact for proactive member engagement, the Service Delivery Consultant plays a key role in delivering personalised, phone-based support across members, employers and advisers. Combining outbound campaign activity with end-to-end case management, this role ensures every enquiry is managed through to resolution, providing a seamless and positive service experience while connecting customers with the right support and solutions.

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Supporting NGS Super's Members First philosophy, you will build trusted relationships, identify member needs, and provide clear, accurate information that helps drive positive outcomes. With a solid focus on service excellence, compliance and quality standards, you'll contribute to meaningful member experiences while maintaining accurate records and supporting the delivery of proactive engagement initiatives.

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The role can be based from our Sydney, Melbourne or Brisbane locations.

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What you'll do

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- Deliver proactive outbound calling campaigns to engage new and existing members.
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- Provide clear, accurate information on NGS Super products, services and member benefits.
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- Identify member needs and connect them with appropriate support, education and advice pathways.
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- Manage employer enquiries and cases end-to-end, ensuring timely resolution and excellent service.
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- Support adviser-related enquiries and coordinate with internal teams to deliver positive outcomes.
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- Assist with the management of vulnerable member cases, providing appropriate support and follow-through.
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- Maintain accurate records and ensure compliance with regulatory, privacy and quality standards.
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- Collaborate with internal teams to resolve escalations and deliver a seamless customer experience.
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- Contribute to continuous improvement initiatives, quality assurance activities and service performance reporting.
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About you

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With a genuine member-first mindset, demonstrating empathy, accountability and a passion for delivering positive outcomes, you will bring the following:

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- Experience in customer service, member engagement, outbound calling and/or case management, ideally within superannuation.
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- An understanding of superannuation, insurance and related financial services products.
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- Strong communication and stakeholder engagement skills,



with the ability to build rapport across members, employers and advisers.
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- The ability to manage multiple enquiries and cases simultaneously, taking ownership through to resolution.
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- Strong attention to detail, with a focus on maintaining accurate records, documentation and CRM data.
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- An understanding of financial services regulatory obligations, privacy requirements and risk management principles, and commitment to maintaining current knowledge.
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- Experience using AI and automation tools to improve efficiency, enhance service delivery and support continuous improvement initiatives.
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- Understanding of RG146 compliance and general financial advice regulations.
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The following skills are nice to have but not essential:

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- Experience supporting employers with payroll or contributions processes.
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- Familiarity with call centre software, CRMsystemsand case management workflows.
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If you're passionate about customer experience and creating meaningful impact for members, this is your opportunity to make a difference and we would love to hear from you.

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We are a super fund that has an exceptional work culture, provides a diverse offering in developing our people and you can be a part of it while earning an attractive remuneration package!

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Please note that to be eligible for this role, you are required to have permanent Australian working rights and residency.

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We are an equal opportunity employer committed tocreating a workplace that values diversity, equity, and respect for all individuals.

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📌 Service Delivery Consultant (Victoria)
🏢 NGS Super
📍 Victoria