Customer Experience Consultant

2 weeks ago

Wellington, Wellington, New Zealand Fidelity Life Full time
6 month fixed term opportunity

  • Wellington CBD location

The opportunity

We are currently on the lookout for a customer experience consultant on a 6 month fixed term basis (covering parental leave),based in our Wellington CBD office with flexible working arrangements available.


As a Customer Experience consultant, you will be responsible for delivering excellent service and a memorable experience to our customers.

Our customer experience team are the first port of call for all customer related enquiries and are responsible for supporting Westpac Life customers at different stages of their insurance needs and protection journey.


Some day to day tasks involve:

  • Ensuring all customer enquiries are resolved in a professional, friendly, and effective manner, while maintaining empathy, customer confidentiality, and taking ownership of any problems that occur within SLA times
  • Providing effective verbal and written communication in a timely manner.
  • Keeping customers well informed as their enquiry or request is being reviewed and handled
  • Support the effective and proactive onboarding of new or potential customers through welcome calls and pipeline follow up.
  • Provide effective customer services support including policy maintenance, administration and/or alteration (in cover, premiums or ownership).
  • Provide customers with quotes to change existing cover, where there's no advice element involved in the discussion or pass on the customer to the right team where the customer needs advice.
  • Adherence to regulatory obligations.
  • Operating in a manner that supports all Risk and Compliance requirements.
  • Support continuous process improvement through feedback and ideas and contribute to the implementation of changes.

About you
With proven experience in a customer focussed working environment you'll have a passion for providing a great customer experience.

You'll have excellent communication skills both written and oral, high attention to detail and proven ability to build strong last relationships with colleagues and customers.

You have mastered the ability to work towards deadlines, prioritise and manage multiple work requirements at a time and pride yourself on being a strong team player

Together with this you will bring:

  • Prior call centre experience
  • Experience or knowledge within an insurance environment (would be advantageous)
  • Strong Microsoft office skills
  • Underwriting knowledge and experience

About us
Fidelity Life is New Zealand's largest locally owned and operated life insurer.

We have a clear, winning aspiration, built around transforming our industry through a customer lens.

It's easy to talk that talk, but we are already walking the walk - using smart technology, data & insights and digital capability to unlock a deep understanding of our customers and provide innovative solutions and experiences that meet their needs.

We're also committed to our communities.

Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education nationwide, to provide better protection for all New Zealand families and whanau.


What's more, we've gone next level with our new flexible working approach, something we call flexiplace flexiplace means our people can work with their leader to determine where and how they want to work, depending on their day.

Whether that's at home, in the office or on the go, we've empowered our people to choose how they'll deliver for our customers, partners and each other.

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