Customer Care Consultant - Proactive Retention

About this role

12 Month Fixed Term Contracts Available in our Newcastle hub.

We're looking for people who can turn every member interaction into a memorable experience-for all the right reasons-while building strong relationships that drive long-term retention.

Working in our contact centre is high-energy and fast-paced! Your day is mapped out, you'll be speaking with up t0 30 members per day. The environment is very structured with set breaks and Key Performance Indicators (KPIs) to reach. We have a great bonus structure that can see your earning potential grow through your commitment to achieving your goals.

We value human connection, we want you to bring your personality to work and make a difference to our members and their health journey. This position will see you play an important role within the business with the goal to drive long term member retention and loyalty. You will have meaningful conversations with our members to ensure we keep our policyholders satisfied, engaged, and loyal.

We will give you the tools to have the conversations, you just need to bring the passion, tenacity, and grit to apply your learnings to each and every conversation.

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

• This role will be based in our Newcastle hub
• The role operates on a rotating roster from Monday to Friday, with 7.6 hour shifts between 9am-5:36pm. For example, starting between 9am-9:30am and finishing between 5pm-5:36pm.

The position starts on 6 July 2026 and requires your commitment to a four-week training program at our Newcastle office.

Working at nib Group

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace.

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

• 50% discount on nib health insurance and 35% off travel insurance
• The opportunity to give back to the community through paid leave for volunteering through nib Foundation
• Well Program and corporate fitness discounts
• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits
• Benefits to support our diverse workforce with 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

About you

• You are confident in your computer skills and can multi-task and navigate systems whilst speaking with members over the phone
• You can work in a structured and busy environment
• You have previous experience in customer service and can provide exceptional outcomes
• 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

Who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members, travellers and participants make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Diversity, equity, and inclusion

We welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, 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, please contact us at nibemployment @ nib.com.au.

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.

Next Steps: If you're successful in going through to the next stage, you will be sent an online Chat Interview via email from Sapia.ai to complete (if you don't complete this you won't progress further).