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: 16th November 2026

• Fully remote - must be based in Melbourne to pick up the equipment from Spring Street on their first day.

• 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

About Our Client:

We are partnering with one of Australia’s most respected member-owned wellbeing organisations, with a proud history spanning over 180 years. They deliver meaningful health, financial, and care services aimed at improving lives and creating Real Wellbeing for their members and communities nationwide.

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-d

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