Contact Centre Consultant

This is an excellent opportunity for a confident customer service and sales professional who enjoys connecting with people, solving problems and delivering meaningful outcomes for customers. You’ll be the first point of contact for customers requiring windscreen repair, replacement and ADAS calibration services and guide customers through their journey, provide expert solutions, secure bookings and play an important role in helping customers get back on the road safely.

Why join us?

We continue to grow nationally and offer genuine opportunities for our people to build long-term careers.

You will receive:

• A competitive salary package:
• Monday to Friday roster, including one extra Saturday per month – $70,000 + super
• Sunday to Thursday roster – $74,000 + super
• Uncapped incentive opportunities – earn more based on your ability to convert customer opportunities and achieve results
• Hybrid working arrangement – the opportunity to work from home up to two days per week after approximately three months, subject to performance and demonstrated competency
• South Melbourne office location
• Hands-on onboarding, coaching and support from experienced team members
• Regular feedback and development conversations with your manager
• Genuine career development opportunities within a growing national business
• Four weeks of paid parental leave for partners, adoptive or birth parents after 12-months of service
• An additional day of leave for your birthday after 12-months of service
• Recognition of key milestone anniversaries
• Monthly business updates with the CEO, including the opportunity to submit questions and have your ideas heard

About the role

As a Contact Centre Consultant, you will manage customer interactions across multiple channels, including inbound and outbound calls, SMS, web chat and email.

Your responsibilities will include:

• Building strong relationships with customers and understanding their individual needs
• Providing guidance and solutions for windscreen repair, replacement and ADAS calibration bookings
• Converting customer enquiries into confirmed bookings through effective communication and a consultative approach
• Managing inbound enquiries and proactive outbound follow-ups
• Processing insurance claims, quotes and payments accurately
• Maintaining accurate customer records and completing administrative tasks
• Taking ownership of customer enquiries and resolving issues by working with internal teams and external partners
• Managing your workload independently while achieving customer service and sales performance targets

About you

You are a motivated customer-focused professional who enjoys achieving results while making a positive difference for customers.

To be successful in this role, you will have:

• Minimum two years’ experience in a customer service, sales, bookings or contact centre environment
• Experience working towards sales, conversion or service-based KPIs
• Strong communication skills and the ability to quickly build trust and rapport with customers
• Confidence managing conversations across multiple channels, including phone, SMS and web chat
• The ability to influence positive outcomes while maintaining a customer-first approach
• Strong organisation skills and the ability to manage your own workload
• Confidence learning new systems, technology and processes
• A resilient and adaptable approach with the ability to respond positively to feedback and coaching
• A genuine commitment to delivering exceptional customer experiences

Experience within insurance, automotive or another high-volume customer-focused industry will be highly regarded.

About our Team

You’ll join a collaborative Contact Centre team supported by experienced leaders who are invested in your success.

Our approach to training is practical and hands-on, with new team members receiving side-by-side coaching and support from experienced consultants. You’ll have regular opportunities to develop your skills, receive feedback and continue growing within the business.