Customer Service Consultant

About the employer

Southern Cross Health Insurance is working toward a healthier Aotearoa New Zealand by helping members stay well for longer. The organisation focuses on giving people confidence through timely access to quality care, encouraging healthier lifestyles, and contributing to positive change across the health system. As a New Zealand-owned, member-based business, it aims to place wellbeing at the centre of its work while delivering strong value for members and creating a workplace where people can do their best.

This is a great time to become part of the team. You’ll join a high-performing, values-led environment where people matter, and where you can learn, contribute, and take pride in the impact your work creates.

About the role

The company is hiring Customer Service Consultants for its Contact Centre team. In this position, you will support the health and wellbeing of members and colleagues by providing helpful, caring service across contact channels.

You will be part of an award-winning group recognised with the 2025 Reader’s Digest Quality Service Award. The team is diverse, collaborative, energetic, and supportive, with a culture that celebrates success and encourages everyone to bring their authentic selves to work.

Role details

• This is a permanent, full-time role.
• Applicants must be New Zealand residents, New Zealand citizens, or Australian citizens.
• The planned start date is Tuesday 18 August 2026.
• Working hours are Monday to Friday, from 8:00am to 5:30pm.
• The position is based in Tāmaki Makaurau, Auckland.
• This is an Auckland-based role and remote working is not available.

Training and support

You will receive a detailed five-week training programme, along with ongoing mentoring and support to help you settle into the role and perform well.

What you’ll do

As a Customer Service Consultant, you will assist members through all available contact channels while delivering service that reflects the organisation’s brand and values.

• Provide professional, empathetic support and see each enquiry through to completion.
• Handle customer enquiries efficiently while maintaining quality and productivity.
• Deliver experiences that align with the brand promise: “We’re with you”.
• Show care and sensitivity when dealing with vulnerable situations.
• Present suitable options that help achieve the best possible outcome for members.

About you

You will do well in this role if you genuinely enjoy helping people and bring a positive, adaptable approach to customer service.

• You are customer-oriented, empathetic, and motivated by helping others.
• You have a positive attitude and a mindset focused on learning and improvement.
• You communicate clearly and professionally in a friendly manner.
• You are resilient, flexible, and self-aware.
• You are self-driven and like working toward goals.
• You understand the importance of confidentiality.
• Experience in a contact centre or in a medical environment is helpful, but not essential.

Culture and inclusion

The company describes its values as Ngākau nui, Āhurutanga, and Tikanga, captured in the phrases “Always there. Always real. Always true.” It promotes a caring, honest, and open workplace where wellbeing, connection, and balance are prioritised so employees can thrive both at work and in their personal lives.

Southern Cross Health Insurance is committed to equity, diversity, and inclusion. It acknowledges Te Ao Māori and the importance of unity with the indigenous peoples of Aotearoa, and it encourages people from all backgrounds to apply.

Benefits and rewards

The role comes with a strong benefits package designed to support wellbeing, development, and work-life balance.

• Five wellbeing leave days plus one paid volunteer day each year.
• Ways of working that support the needs of the work, team, and individual.
• A comprehensive onboarding experience and structured development pathway.
• Pay progression linked to the Development Pathway Programme.
• Fully subsidised medical insurance for you and your immediate family.
• Life insurance cover, along with discounts on pet and travel insurance.
• Extra parental leave benefits and support for financial wellbeing.
• The option to buy additional flexi leave.
• Access to a leading workplace wellbeing programme, with rewards of up to $1000 each year.

Additional information

The organisation says it has signed the Pride Pledge as part of its commitment to inclusion and belonging. It also supports employee-led diversity, equity, and inclusion networks, including a Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support groups.

If you are committed to caring for people and want to make a meaningful difference, the employer would like to hear from you.