Contact Centre Consultant - Novated Leases

About the role

You will be the first point of contact for Novated Drivers, providing timely and accurate support for enquiries about existing novated leases by phone and email. You will work closely with internal teams and external stakeholders to investigate and resolve customer queries, delivering a positive customer experience at every interaction.

Key responsibilities

• Respond thoroughly and efficiently to novated drivers' phone and email enquiries so customers receive accurate, timely resolutions.
• Maintain accurate, complete and timely system notes, and update Fleet Management systems with actions, comments and communications as per company policy.
• Retain technical knowledge to answer complex enquiries, including questions on Fringe Benefits Tax (FBT).
• Process customer requests on behalf of or via other teams while keeping the end-to-end delivery stream in mind.
• Take ownership of your own development and customer service competencies.
• Work with the team to meet KPIs and improve customer satisfaction.

Required profile

• Previous experience in an inbound call centre.
• Strong written and verbal communication skills at all levels.
• Ability to resolve problems completely and in a timely way.
• Strong organisation and prioritisation skills, business acumen and commercial awareness.
• Motoring industry experience is desirable.

What we offer

• Up to four extra days of leave each year (Wellness days).
• 20 weeks of paid parental leave.
• Vehicle salary packaging and monetary service milestone awards.
• Referral bonus, discounted mobility products and flexible work arrangements.
• Career progression, with over 25% of vacancies filled internally.
• Learning support including an annual learning budget and free access to LinkedIn Learning.
• Two paid volunteer days and health and wellbeing support.