Looking for a role where you can make a difference to someone’s life?
Love supporting customers through the good and bad?
We've got you covered.
Benefits
Start date: 14th September 2026
Fully remote - must be based in Melbourne to pick up the equipment from Spring Street.
Work for a member-owned organisation that reinvests into community wellbeing
3-month casual contract with strong opportunity to extend or go permanent based on performance
Monday–Friday rosters
Guaranteed full-time hours (37.5 hours per week)
Consistent shifts across 8:30am–6:00pm
$36.81 per hour + 12.5% super
Your Next Role:
We’re looking for passionate individuals to support customers with their insurance service needs. This role is all about making a difference for customers while thriving in a dynamic and supportive environment.
What You’ll Do:
Handling inbound calls from PHI members.
From rate review queries, reordering member cards, payment updates, government rebates, to policy premiums - You’ll handle member calls with care and precision.
Address general questions about insurance services,
ensuring members feel supported and informed.
Triage and transfer calls with empathy, easing frustration for possible long wait times.
Opportunity to up-skill into web chat and complex queries once ready to expand your expertise.
Committed to your growth, with a focus on:
Speed to Competency: Progressively building your skills over 3 weeks with clear support and milestones.
Key Metrics for Excellence:
After-call work
Adherence to schedules
Quality Assurance (QA) scores
CSAT
Net Promoter Score (NPS) – quality-driven, not about handling time.
Training & Support:
Get Ready for an Incredible 2-Week Journey
Your training kicks off with all the tools you’ll need for success.
You’ll start with a mix of engaging classroom learning and hands-on practice with real calls.
Don’t worry you’ll have loads of support every step of the way, including a dedicated support team and a phone line for any questions that pop up.