Customer Care Specialist

About the Role

We are seeking individuals who can transform interactions with members and advisers into memorable experiences characterized by empathy and problem-solving. This role involves providing prompt, precise, and comprehensive service by managing enquiries, servicing policies, and minimizing repeat contacts, thereby supporting member retention and team efficiency.

Our contact centre operates at a fast pace with a structured schedule mixing calls and emails. You will work under clear performance indicators and enjoy well-defined breaks.

Rather than adhering to scripts, the role encourages authenticity and personal engagement on calls, which range from routine questions to complex issues requiring thoughtful attention.

Extensive training and ongoing support from experienced leaders and a cooperative team will be provided from the outset, fostering your skills and celebrating your achievements.

Work Details

• Location: Auckland hub
• Work schedule: Rotating roster Monday to Friday with 8-hour shifts between 8:30am and 5:15pm (shift start times vary between 8:30am and 9:15am)
• Training: Six-week program starting 21 September 2026 at Auckland office
• Post-training: Flexible hybrid work arrangement combining office presence and remote work

Candidate Profile

• Experience in customer service or administrative roles with attention to accuracy and process adherence
• Proficiency with computers and Data entry; ability to multitask and navigate systems while communicating over the phone
• Capacity to thrive in structured, high-demand environments
• Strong communication and relationship management abilities
• Driven to meet set targets and KPIs

About nib Group

nib offers innovative, accessible health and life insurance products designed for Kiwis. Valuing diversity of thought and collaboration, the company fosters a culture aiming for collective success. Health and wellbeing are core to its strategic goals.

Employee Benefits

• Complimentary health, life, income protection insurance and family discounts
• Supportive and growth-oriented team environment for career development
• Modern offices located in Auckland CBD
• Hybrid work model post training
• Generous leave entitlement including 22 days annual leave, cultural leave, and 18 weeks fully paid parental leave for all parents
• Fitness incentives and short-term bonus programs

Diversity, Equity and Inclusion

nib promotes an inclusive workplace embracing LGBTTQIA+, disability, neurodiversity, and diverse cultural backgrounds. It offers workplace flexibility through hybrid working and financial assistance for home office setup. The company values employee differences reflecting the communities served.

Additional Information

• Employment contingent on successful background checks including criminal and bankruptcy screening
• The selection process includes completion of online chat-based assessments to advance in recruitment