Customer Care Specialist

About Guild Insurance

Guild Insurance is Australia’s leading provider of insurance solutions for allied healthcare professionals. For over 60 years, we’ve delivered exceptional products and services, driven by genuine care for our clients’ professional and financial wellbeing. With over 40 industry partnerships and 110,000 customers nationwide, we offer insurance our clients can truly depend on.

How we'll thrive together

We thrive together at Guild Group.  Our people feel truly connected to our purpose and are motivated by it. With our eyes on the future, our people thrive on a challenge and learn from each other. Guild Group team members truly care about each other and our customers, and everyone contributes to make a real difference by supporting the people our communities rely on.

Your New Role

As a Customer Care Specialist, you’ll be delivering exceptional service while supporting customers with their insurance needs across the policy lifecycle. Acting as a trusted first point of contact, you’ll resolve enquiries, identify opportunities and ensure compliance with industry standards.

You’ll:

• Provide first point resolution for customer enquiries, ensuring a seamless experience
• Investigate and resolve customer complaints in line with company policy
• Maintain and update policies in accordance with underwriting guidelines
• Achieve individual and team service and sales targets
• Identify cross-sell and up-sell opportunities to support customer needs
• Adhere to call handling, quality assurance and regulatory requirements
• Build strong relationships with internal teams including underwriting, claims and operations
• Contribute positively to team culture and broader business objectives

About You

You might be from a customer service, insurance, banking or broader financial services background and have experience supporting clients in a fast-paced environment. Exposure to Professional Indemnity, general insurance, banking products or regulated customer service environments will be highly regarded.

You’re known for your:

• Strong customer-first mindset and ability to build trust with clients
• Clear and professional communication skills (written and verbal)
• Attention to detail and ability to manage multiple priorities
• Strong computer literacy and confidence navigating multiple systems, applications and digital tools
• Problem-solving capability with a proactive and solutions-focused approach
• Ability to work independently and collaboratively within a team
• Commitment to quality, compliance and continuous improvement

What We Offer

• Hybrid working: 2 days in-office, 3 days remote
• Exclusive staff discounts with leading retailers
• Employee Assistance Program with innovative wellbeing support
• Health & wellbeing initiatives to help you thrive

Next Steps

If you’re looking for a role where your work truly matters – and where your growth is supported – start a conversation with us today.

After applying, you’ll receive an email acknowledgment. We’re committed to providing a personalised experience for all suitable applicants.

Please note: If you’re the preferred candidate, we’ll ask you to complete background checks including identity verification and police checks.