This is an excellent opportunity for a confident customer service and sales professional who enjoys connecting with people, solving problems and delivering meaningful outcomes for customers.
You'll be the first point of contact for customers requiring windscreen repair, replacement and ADAS calibration services and guide customers through their journey, provide expert solutions, secure bookings and play an important role in helping customers get back on the road safely.
Why join us?
We continue to grow nationally and offer genuine opportunities for our people to build long-term careers.
You will receive:
A competitive salary package:
Monday to Friday roster, including one extra Saturday per month – $70,000 + super
Sunday to Thursday roster – $74,000 + super
Uncapped incentive opportunities – earn more based on your ability to convert customer opportunities and achieve results
Hybrid working arrangement – the opportunity to work from home up to two days per week after approximately three months, subject to performance and demonstrated competency
South Melbourne office location
Hands-on onboarding, coaching and support from experienced team members
Regular feedback and development conversations with your manager
Genuine career development opportunities within a growing national business
Four weeks of paid parental leave for partners, adoptive or birth parents after 12-months of service
An additional day of leave for your birthday after 12-months of service
Recognition of key milestone anniversaries
Monthly business updates with the CEO, including the chance to submit questions and have your ideas heard
About the role
As a Contact Centre Consultant, you will manage customer interactions across multiple channels, including inbound and outbound calls, SMS, web chat and email.
Your responsibilities will include:
Building strong relationships with customers and understanding their individual needs
Providing guidance and solutions for windscreen repair,



replacement and ADAS calibration bookings
Converting customer enquiries into confirmed bookings through effective communication and a consultative approach
Managing inbound enquiries and proactive outbound follow-ups
Processing insurance claims, quotes and payments accurately
Maintaining accurate customer records and completing administrative tasks
Taking ownership of customer enquiries and resolving issues by working with internal teams and external partners
Managing your workload independently while achieving customer service and sales performance targets
About you
You are a motivated customer-focused professional who enjoys achieving results while making a positive difference for customers.
To be successful in this role, you will have:
Minimum two years' experience in a customer service, sales, bookings or contact centre environment
Experience working towards sales, conversion or service-based KPIs
Strong communication skills and the ability to quickly build trust and rapport with customers
Confidence managing conversations across multiple channels, including phone, SMS and web chat
The ability to influence positive outcomes while maintaining a customer-first approach
Strong organisation skills and the ability to manage your own workload
Confidence learning new systems, technology and processes
A resilient and adaptable approach with the ability to respond positively to feedback and coaching
A genuine commitment to delivering exceptional customer experiences
Experience within insurance, automotive or another high-volume customer-focused industry will be highly regarded.
About our Team
You'll join a collaborative Contact Centre team supported by experienced leaders who are invested in your success.
Our approach to training is practical and hands-on, with new team members receiving side-by-side coaching and support from experienced consultants.
You'll have regular opportunities to develop your skills, receive feedback and continue growing within the business.

📌 Contact Centre Consultant (Melbourne)
🏢 NWG ADAS & Windscreens
📍 Melbourne