Customer Care Specialist

About the role | He Aha Te Tūranga 🌟

We are looking for people who can turn an interaction with a member or adviser into an experience they will remember, for all the right reasons!

In this role you will deliver fast, accurate, and end-to-end service to members and advisers. You'll be resolving enquiries, completing policy servicing, and reducing repeat contact, contributing to member retention, operational efficiency, and overall team performance.

Our contact centre is a high-energy, fast-paced environment where your day is structured around a mix of calls and emails. With set breaks and clear KPIs, you'll always know what's expected and how your success is measured.

While the environment is structured, we value genuine human connection. You won't be reading from scripts. Instead, you'll bring your personality, empathy and problem-solving skills to every conversation. Calls can range from simple enquiries to more complex situations that require critical thinking and a customer-first approach.

From day one, you'll receive comprehensive training to build your knowledge and confidence. You'll also be supported by experienced leaders and a collaborative team who are always ready to help, recognise achievements and celebrate success.

• This role will be based in our Auckland hub
• This role operates on a rotating roster from Monday to Friday, with 8 hour shifts between 8:30am and 5:15pm (for example, starting between 8:30am-9:15am, therefore finishing any time between 4:30pm-5:15pm)

The position starts on 21 September 2026 and requires your commitment to a six-week training program at our Auckland office. Following training, you'll enjoy a flexible arrangement with a mix of in-office and work-from-home days.

About you | Ko Wai Koe 😊

• You have previous experience in customer service and administration roles with a strong focus on accuracy and process
• You are confident in your computer and data entry skills and can multi-task and navigate systems whilst speaking with members over the phone
• You can work in a structured and busy environment
• You have strong relationship management and communication skills
• You are motivated to achieve set goals and KPIs

About nib | Ko Wai Mātou

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance. We believe to 'challenge the status quo' - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our 'future state' strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team.

• Free health, life, income protection insurance + discounts for family
• Join a supportive and dedicated team where you can develop and enhance your career
• Great offices located in Auckland's CBD
• Hybrid work environment with the flexibility to work from home and the office (after training period completed)
• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
• Fitness incentives
• Short term incentive programmes

Diversity, equity and inclusion | Te kanorau me te whakaurunga 🌈

We embrace an inclusive working environment. We are LGBTTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace.

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

Next Steps: If you're shortlisted, you'll receive an email from Sapia.ai with online chat-based questions to complete. Please note, completing this is essential to progress to the next stage.