Team Member, Customer Contact

At Acenda Group, everything we do is driven by a clear purpose: to help our customers and their families live, save and retire with confidence.

We bring together some of Australia and New Zealand’s most trusted life insurance brands. With over 176 years of combined heritage and deep expertise across our local markets, our Group includes Acenda Life, Resolution Life Australasia, and Asteron Life New Zealand.

Backed by the global strength of Nippon Life, we are one of the largest life insurance businesses across Australia and New Zealand. More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life.

We’re building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future.

If you’re energised by change and motivated by purpose, this is your moment to make an impact.

The role

Join a Melbourne-based insurance contact centre in a permanent role with structured training and hybrid work (3 days in office post-training). Great opportunity to move into a corporate environment from customer-facing role.

How will you make an impact

• Deliver exceptional customer service via inbound calls

• Handle enquiries from customers and financial advisors

• Meet SLA and KPI targets

• Resolve queries efficiently and manage escalations

• Build strong relationships with internal teams

• Identify and escalate risk and compliance matters

• Contribute to process improvements and team culture

About You

Customer-focused, adaptable, and a strong communicator who enjoys helping people and learning new systems.

You’ll bring

• Background in customer service (retail, hospitality, etc.)

• Strong communication skills

• Ability to meet KPIs

• High attention to detail

• Self-motivation and team mindset

• Willingness to learn and adapt

Join us in building confidence— for our customers, our communities and each other.

• Your work makes a real impact. Everything we do helps our customers and their families live, save and retire with confidence, and your contribution will directly support that purpose.

• You’ll help drive meaningful change. As an inclusive, dynamic and adaptable organisation, we offer a unique opportunity for you to grow while shaping the future of our organisation.

• You’ll feel supported and included. Our team culture is flexible, collaborative and people‑centred, with hybrid working to help you balance life and work.

• By making things simpler. We help our people operate efficiently, adapt easily and spend more time on meaningful work that drives personal and organisational growth.

• We celebrate success. Our incentive and recognition programs ensure great work is acknowledged and rewarded.

• Your wellbeing comes first. We offer tools, resources and benefits that support your whole self, including additional lifestyle leave.

We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.