Job Description

Are you customer-focused, tech-savvy and passionate about delivering great service?
Do you enjoy problem-solving, supporting people and working across systems in a fast-paced environment?

🔷 About CBN

At Community Broker Network, we’re not just supporting insurance businesses - we’re shaping the future of the industry. As Australia’s largest network of general insurance authorised representatives, we empower over 300 businesses and 1,000 employees across the country.

Our team offers market access, technology, education, marketing, HR, business advice, and more, supporting brokers from Perth to Cairns.

We’re a certified Great Place to Work with an incredible culture, and a genuine commitment to helping our people grow.

Our values:

🔹 We Listen (Understand)

🔹 We Achieve (Accomplish)

🔹 We Are One (Together)

🔷 Purpose of the Role

This is not just a support role - it’s an opportunity to build your skills across systems, troubleshooting, and stakeholder support in a dynamic service environment.

As a Service Centre Adviser, you’ll provide first and second level support across systems and applications, helping brokers and internal teams resolve issues, access services and work efficiently.

Working closely with the broader team, you’ll contribute to delivering consistent, high-quality service aligned with our values.

✨ What You’ll Do

• Provide first and second level support for systems and applications
• Troubleshoot issues in line with service level agreements (SLAs)
• Manage service requests, including onboarding and new starter setup
• Deliver high-quality support across phone, email, chat and other channels
• Resolve issues at first point of contact wherever possible
• Escalate complex issues where required while maintaining ownership
• Build strong understanding of CBN services to provide accurate support
• Contribute to team coverage and availability during service hours
• Support continuous improvement and knowledge sharing within the team
• Maintain accurate records within ticketing systems and processes
• Support both Victoria and Perth operating hours

💡 What You’ll Bring

You’ll thrive in this role if you’re customer-focused, proactive and enjoy problem-solving. You bring:

• Experience in a service desk, helpdesk, or customer support environment (or similar)
• Exposure to troubleshooting systems or applications
• Familiarity with Microsoft technologies (Office 365, Teams, SharePoint)
• Experience using ticketing systems (e.g. Freshworks or similar)
• Strong communication skills across multiple channels
• Ability to manage multiple requests and prioritise effectively
• A solutions-focused mindset with strong attention to detail
• Willingness to learn and build technical knowledge
• A collaborative, team-oriented approach

🔷 Our Awesome Benefits!

At CBN, we genuinely care about our people and it shows. Here’s what you’ll enjoy:

🏆 Great Place to Work certified

🌟 Hybrid working flexibility – 3 days in the office, 2 days at home

🧘 Wellbeing allowance

🥰 Mental health days & birthday leave

💰 Competitive salaries

📚 Study support & professional development opportunities

💫 Incentive & bonus plan

👶 Paid parental leave

❤️ Salary continuance benefit

✈️ Travel and cyber insurance discounts

👏 Regular team events and cultural activities

😍 Extra perks like health insurance discounts, retail offers, and more!

Please note that the internal title for this role is Service Centre Adviser