Customer Experience Specialist

Company Description

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Dai-ichi Life, we're driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

Job Description

Customer Experience Specialist  – Join Australia’s No.1 Life Insurer! 

Melbourne/ Sydney/ Brisbane based | Flexible Working | Full-time 
Start Date: Monday, 30th June 2025 

The Customer Experience Specialist is primary responsibility is to provide a ‘best in industry’ experience when dealing with all customers (internal and external) through adhering to the customer practices, being authentic, empathetic, engaging, risk aware and doing what you say you’re going to do.

In this role you will:

• Operate as the primary point of contact, aim to achieve first point resolution  
• Administrative tasks within service standards and monitor service delivery and quality  
• Respond to escalations and complaints, taking responsibility to gain quick resolutions 
• Understand our responsibilities per Privacy law and compliance guidelines and execute activities within these 
• Identify trends and provide feedback to the Team Manager to prevent reoccurrence 
• Engage in creating a supportive team environment whilst actively sharing skills and knowledge 
• Provide collaborative support and assistance to other teams within the Customer Contact group on an ad-hoc basis 
• You’ll receive comprehensive training and development as you learn about the Life Insurance industry, products and services.  The initial induction is followed with on the job learning in a focused development environment. 

Qualifications

• Customer centric with excellent customer service skills and friendly telephone manner
• Ability to work as part of a team and contribute to positive outcomes for the tea
• Excellent verbal and written communication skills
• Ability to multi-task and display effective time management skills
• Previous experience within a Contact Centre environment
• Work within rostered shifts; the Service Centre is open from 8am to 7pm weekdays

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be: 

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index 
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change 
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. 
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.  

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. 

#LI-Hybrid  

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.