Customer Service Adviser

Melbourne | Full-Time

Join a fast-paced, supportive customer service team where you’ll help clients navigate their health insurance journey and deliver an outstanding onboarding experience.

At Health Insurance Comparison (HIC), we pride ourselves on providing exceptional customer support and creating positive outcomes for our clients. We’re looking for a motivated and customer-focused Customer Service Adviser to join our growing team.

About The Role

As a Customer Service Adviser, you’ll support clients after the sales process by assisting with onboarding, answering enquiries, processing amendments, and ensuring a smooth customer experience from start to finish. This is a high-volume customer service role suited to someone who enjoys speaking with people, solving problems, working in a structured environment, and delivering excellent service outcomes.

What You’ll Be Doing

• Managing outbound welcome and follow-up calls to new clients
• Responding to customer, agent and fund enquiries via phone and email
• Assisting customers with policy onboarding and service-related enquiries
• Processing customer amendments and documentation accurately within the CRM system
• Providing first-contact resolution wherever possible
• Handling customer concerns professionally and escalating where required
• Maintaining accurate records and detailed notes across all customer interactions
• Adhering to QA standards, compliance requirements, scripting and operational processes
• Working collaboratively with Team Leaders, QA and broader operational teams
• Contributing to a positive and high-performing team culture

What We’re Looking For
Essential

• Previous experience within the Private Health Insurance industry
• Strong customer service and communication skills
• Excellent phone manner and confidence speaking with customers
• Strong attention to detail and administrative accuracy
• Ability to manage repetitive tasks while maintaining high quality standards
• Comfortable working within structured processes and compliance requirements
• Competent computer and CRM system skills

Highly Regarded

• Experience within a contact centre or high-volume customer service environment
• Experience handling customer complaints or escalations
• Experience working with KPIs, QA frameworks or service targets

Why Join Us?

• Supportive team environment
• Stable full-time position
• Quarterly bonus structure for full-time employees
• Ongoing training and development
• Fast-paced and collaborative workplace
• Opportunity to build your career within the health insurance industry

Role Details

• Full-time position
• 76 hours per fortnight
• Melbourne-based role
• Salary negotiated based on experience

If you are a driven service professional who is obsessed with turning a sometimes complex process into a seamless, positive journey, we want you on our team.