BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity:

Reporting to the Customer Care Operations Manager you will apply your technical and soft skills to deliver quality customer service and support to a team of Customer Care Representatives - Vitality. This role requires regular call monitoring, feedback and analysis of other relevant service metrics to develop individual Customer Care Representative action plans that support high performance service and coaching/training against these plans.

 

To do this successfully you will:

• Use coaching concepts and methodologies to upskill Customer Care Representatives
• Review calls each month to ensure the Contact Centre staff are adhering to Quality Assurance Guideline.
• Identify training gaps through analysis of call observations, call logging, and call centre metrics.
• Develop and maintain daily and monthly statistics on all staff and help plan training requirements.
• Run weekly huddles and communications to the business ensuring they are kept up to date with project changes.
• Lead and influence a culture of continuous improvement.

 

Successful applications will demonstrate:

• Proven experience in Customer Service with a strong passion for team work
• Expert knowledge of key systems, processes and products
• Ability to multi-task
• Ability to build effective working relationship with key stakeholders

 

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping millions of Australians and make a difference to someone’s life everyday
• Access additional leave days a year to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangement

 

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. 

 

Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2023 ANZIIF awards by being named Life Insurance Company of the Year.

 

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day, apply via the link today!