Customer Care Consultant

Let’s talk about this role

We are looking for people who can turn an interaction with a traveller into an experience they will remember, for all the right reasons!  

In this high-energy, fast-paced contact centre role, you’ll support travellers before, during, and after their trips via phone and e-channels. You’ll handle a range of enquiries—from simple questions to complex issues—providing accurate advice on our travel products, resolving complaints, and ensuring each traveller feels supported.

With up to 40 calls a day, structure is key, and you’ll work toward clear KPIs with set breaks. But this isn’t a scripted role—we value human connection and want you to bring your personality to work. You'll receive full training, ongoing support, and be part of a close-knit team that celebrates your success.

If you thrive in a fast-paced, dynamic environment and love a challenge, then this could be the perfect job for you! 

• This role is be based in our Newcastle hub

• This role operates on a rotating roster from Monday to Friday, with 7.6 hour shifts between 8:00am and 8pm (for example, if you start at 8:00am, therefore finishing at 4:00pm. If you start at 12:00pm, you will finish at 8:00pm). 

The position starts on Friday, 8 August 2025 (this is a tech day) then training will commence on the Monday which is conducted virtually while you work from home.

Let’s talk about you

With a strong background in customer service, you deliver exceptional outcomes while confidently multitasking, navigating systems, and supporting members over the phone in a structured, fast-paced environment.

As a general insurer, we operate under strict regulatory guidelines. Holding a Tier 2 RG146 accreditation in general insurance is a bonus but if you don’t already have it, don’t worry. We’ll support you to complete the training and become accredited as part of your onboarding.

• You enjoy interacting with customers over the phone   

• You have a willingness to learn and maintain new skills  

• You are motivated to achieve set goals and KPIs  

• You have a flexible and positive work approach and attitude  

We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we’d love to hear from you!

Let’s talk about who we are 

nib Travel proudly provides financial protection and assurance to travellers wherever they are in the world. Our purpose is to ensure better health and wellbeing for every travel adventure, not only when planning the trip but while overseas, with cover available for emergency medical expenses, overseas access to our high standard of emergency assistance 24 hours a day, and on your safe return home.  

Let’s talk about diversity, equity and inclusion 

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles. 

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at nibemployment @nib.com.au. 

Let’s talk about working at nib 

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play) include: 

• New starter benefit to help set up a functional home workspace

• 50% discount on employee health insurance + 35% off travel insurance 

• The opportunity to give back to the community through paid leave for volunteering through nib foundation 

• Access to our nib Well Program and corporate fitness discounts 

• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits 

• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees 

The fine print 

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.  

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

Here's what to expect during our recruitment process: After you apply, you’ll receive an email confirmation. If shortlisted, you’ll be invited via email to complete an online Chat Interview from Sapia. Within 1–2 weeks, we’ll update you on your application status. If you progress, our Talent Acquisition team will give you a call to discuss the role, your career background, and what motivates you.