Your new company

Join one of Australia's leading health insurance providers, dedicated to delivering exceptional service and support to its members. With a strong focus on employee development, collaboration and customer outcomes, this is an opportunity to build a long-term career within a respected and stable organisation.

Your new role

As a Customer Care & Retention Consultant, you will be the first point of contact for members who are considering cancelling, reviewing or changing their health insurance policy. You'll play a key role in understanding member needs, resolving concerns and delivering positive outcomes through exceptional customer service.

Key responsibilities include

- Managing inbound and outbound member enquiries
- Assisting members with policy reviews, retention conversations and general enquiries
- Handling objections and complaints professionally and empathetically
- Supporting members experiencing financial hardship or vulnerable circumstances
- Accurately documenting conversations and maintaining detailed records
- Working across systems including Salesforce and Genesys

This is a fast-paced contact centre environment, with approximately 30 calls per day and an average handling time of 15 minutes.



What you'll need to succeed

- Previous customer service or contact centre experience
- Excellent verbal and written communication skills
- Solid empathy and the ability to build rapport with a diverse range of customers
- Confidence handling difficult or sensitive conversations
- The ability to talk and type simultaneously while taking accurate notes
- Strong attention to detail and problem-solving skills
- Experience with CRM systems is highly regarded

What you'll get in return

- $71,434 + Super (inclusive of 9.5% shift loading)
- Permanent full-time opportunity
- Comprehensive onboarding and training program
- Hybrid working model following training
- Ongoing coaching, monthly development sessions and leadership support
- Career progression opportunities within a leading organisation

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

📌 Member Care Consultant - Retention (Sydney)
🏢 Hays Contact Centres
📍 Sydney