Centralised Service Team Member (Customer Service & Arrears Handling)

The Opportunity:

• Full Training provided with ongoing development opportunities
• CBD Location
• Be part of an inclusive, diverse, and well-supported team culture

 
The Role: 

We are looking for a confident, resilient, call centre professional to join our Centralised Service team. Based in our Brisbane CBD Contact Centre, this role will play a critical part in ensuring our customers across AU and NZ have paid their account within the pre-agreed company timeframe, contacting them via email, SMS, inbound or outbound calls.

If you are confident in handling challenging conversations, naturally resilient and empathetic, and enjoy solving problems, this could be the role for you. 

Our Contact Centre consistently produces incredible engagement scores year on year – you will be joining a vibrant, supported, well-performing team. 

Shift hours will be:

Monday: 8.30am - 5pm
Tuesday to Friday:  9am - 5pm
Days Off: Saturday and Sunday

Key responsibilities: 

• Assist our customers to make payment exhausting all methods to mitigate the chance of them falling through the debtor plan/bad debt resulting in the auction of their unit or bad debt being raised against them. 
• Ensure that accurate tracking, payments and follow-ups are made to give the customer every opportunity to make payment. 
• Ensure that all Arrears Escalations (Post-Auction/Final Outcome Advisal) are actioned and communicated respectfully with empathy within agreed time scales. 
• Take ownership of auction set up – initiate contact with centres and work with them in order to create fast turnaround auctions with accurate information. 

About You:  

• Demonstrated success in complaints resolution. 
• Previous experience in an environment handling potentially vulnerable customers (eg domestic violence, severe financial hardship). 
• Excellent communication skills with emphasis on listening, negotiation and influencing (objection handling). 
• Strong service focus with an ability to resolve customer complaints / problems. 
• Demonstrated resilience to handle tough conversations. 
• Demonstrated ability to contribute as a member of high performing team. 

 
About Us 

Established in 2000, National Storage is a leading self-storage operator across Australia and New Zealand, with over 300 centres, 100,000+ customers, and a highly acquisitive growth strategy. 

If you are looking to be part of a great company doing great things, we’d love to hear from you! 

 
Benefits of Working with Us: 

• Permanent role with an industry leader.
• Structured training with a continued focus on development 
• Generous company paid parental leave 
• Discounts on a range of storage services including units and merchandise 
• Unique wine offers and discounts through our subsidiary company Wine Ark 
• 24-hour wellbeing support for you and your family through our Sonder partnership 
• Reimbursements for approved wellbeing services under our WellNS Wallet Program 
• Exclusive discounts on a range of leading retailers, hotels, restaurants and more 
• Ability to earn referral incentives