Customer Support Officer - Specialist Insurance

Rapid Solutions has spent more than 25 years building a reputation as Australia’s specialist insurer for property services businesses — pest and weed control, building inspections, handyman and cleaning services, and more. We know our clients’ industries inside out, and that specialist depth is what sets us apart from the generalist market.

Rapid Solutions operates as part of Pacific International Insurance, a cross-Tasman company with more than 20 years of underwriting experience and a diverse portfolio of specialist insurance brands. When you join Rapid, you’re joining a tight-knit team where your contribution is visible, your relationships with customers are real, and the work you do directly supports the small businesses that rely on us.

The Role

This is a relationship-driven, KPI-focused role at the heart of what Rapid does. Reporting to the Operations Manager, you’ll manage and nurture a dedicated portfolio of existing customers — handling renewals, inbound and outbound calls, and digital correspondence to deliver an exceptional experience at every touchpoint.

This is not a general enquiries role. You’ll own a portfolio, build genuine relationships with your customers over time, and be accountable for renewal outcomes. If you’re motivated by targets, thrive on customer conversations, and take pride in knowing your clients by name, this role is for you.

A typical day looks like:

• Managing inbound and outbound calls with existing customers within your dedicated portfolio
• Working the renewal cycle — proactively contacting customers ahead of renewal, underwriting and providing quotations, and securing outcomes
• Handling customer correspondence via email and digital platforms with accuracy and professionalism
• Documenting customer interactions and completing administrative processes in our systems
• Collaborating with your team on continuous improvement and shared goals

What We're Looking For

• Are achievement-oriented and genuinely motivated by meeting and exceeding individual and team KPIs
• Love customer conversations — on the phone and in writing — and bring energy and warmth to every interaction
• Have a proven track record in managing and growing a portfolio of customers — you understand what it takes to build loyalty and retain business
• Communicate clearly and professionally, with strong attention to detail
• Are highly organised, manage your time well, and follow through on commitments without being chased
• Work well independently and as part of a close-knit team

Previous experience in financial services or insurance is not essential but is highly regarded.

Why Rapid Solutions

Rapid is a specialist business, not a call centre. You’ll carry a real portfolio, build relationships that last, and develop deep knowledge of an industry niche that most insurers don’t bother to understand. That combination of specialisation, accountability, and genuine customer connection is rare — and it’s what makes this a role you can grow in.

Beyond that, we offer:

• Secure on-site parking in Newcastle CBD
• Competitive remuneration and variable rewards
• A Wellbeing Program including EAP services, annual flu vaccination, and annual wellbeing reimbursement
• Reward and recognition program with monetary rewards and additional leave
• Professional development support including LinkedIn Learning
• A culture grounded in our values: Tenacity, Relationships, Focus, Discipline, and Resilience

How to Apply

Apply with your CV and a brief cover letter telling us why this role is a good fit for you. We’re looking to move quickly, so don’t sit on it.

For further information, contact Georgi Evans at ••••@pacificins.com.au or (02) •••• •925.