Our client is one of Australia’s leading health insurance providers, with a strong reputation for putting its members at the heart of what they do.

They are looking for engaging and customer-focused Customer Retention Consultants to join their team in Parramatta.

Offering $70,000–$75,000 + super, comprehensive training and a fantastic hybrid working arrangement following training, this is a great opportunity for someone with call centre, customer service, retention or sales experience looking to take the next step in their career.

This isn’t about aggressive sales. It’s about having genuine conversations, understanding why a member may be considering leaving and finding the right solution for them.

The Role

As a Customer Retention Consultant, you will:

- Speak with existing members who are considering cancelling or changing their health cover.
- Understand each member’s individual circumstances and reasons for potentially leaving.
- Use your customer service and retention skills to identify suitable solutions.
- Clearly explain products, services and available options in an easy-to-understand way.
- Build genuine rapport and deliver a high level of service throughout every interaction.
- Handle customer enquiries and retention conversations across a busy contact centre environment.
- Work towards individual and team retention, service and performance targets.
- Maintain accurate customer records and ensure interactions meet required quality and compliance standards.
- Work closely with your Team Leader and wider team, receiving ongoing coaching and development.

The underlying HCF brief places a strong focus on first-call resolution, quality customer service and ensuring members feel they have been fairly dealt with.

About You

We’re looking for people who are confident on the phone,



naturally engaging and genuinely enjoy helping customers. Ideally, you will have:

- Previous experience within a call centre, customer service, retention or sales workplace.
- Strong telephone communication skills and the ability to quickly build rapport.
- Experience dealing with customers who may be unhappy, considering cancelling or looking for a better solution.
- A strong customer-first mindset while being comfortable working towards targets and KPIs.
- Good problem-solving skills and the ability to think on your feet.
- Resilience and confidence when handling challenging conversations.
- A positive attitude and willingness to learn.
- Strong attention to detail and good computer skills.
- The ability to work effectively as part of a supportive, performance-driven team.

Previous call centre experience and a strong commitment to both customer service and sales are specifically identified as essential in the original HCF position description.

Working Arrangements

- Parramatta
- Monday to Friday – no weekends
- Working hours between 9:00am and 6:00pm
- First 3 months fully office-based to complete training and get you up to speed
- Following training, move to a hybrid working model with just 2 days per week in the office

What's On Offer?

- $70,000–$75,000 + super
- Monday–Friday working week
- Hybrid working – only 2 days per week in the office after training
- Comprehensive initial training and ongoing coaching
- Supportive and collaborative team environment
- Opportunity to join one of Australia’s leading health insurance organisations
- Genuine career progression and development opportunities
- Reliable, permanent prospect within an established organisation

If you have experience in customer service, call centres, retention or sales and enjoy having meaningful conversations with customers, we’d love to hear from you. Apply now for a confidential discussion.

📌 Customer retention Consultant (Parramatta)
🏢 Johnston Recruitment Services
📍 Parramatta