Job Description

You’ll love this role if you’ve always been the one who can talk to anyone and now you want to turn that into something more.

Here, you’ll take inbound calls from customers who’ve reached out to us. You’ll talk about quotes, policy updates, cancellations and general enquiries. When it fits, you’ll guide them through additional cover options confidently. There are clear targets, but you won’t be guessing your way through it.

You’ll complete structured paid training before taking live calls. After that, you’ll get regular coaching, call reviews and real feedback so your confidence and capability keep growing. It’s people skills with purpose, helping our customers protect what matters most.

What you’ll be doing

• A full-time role in-office at Chermside
• Take inbound calls about policy updates, quotes, cancellations, and general enquiries
• Follow a clear call structure so customers understand their cover, pricing, and next steps
• Update policy details accurately across multiple systems
• Explain options in simple terms so customers can make confident decisions
• Spot opportunities for additional cover and guide customers through a quote when it fits
• Work toward service and sales targets, with regular feedback and coaching
• Follow scripts and compliance requirements to make sure everything is done properly
• Stay calm and professional when conversations are challenging

What great looks like

• Customers finish the call clear, confident, and feeling genuinely looked after
• Policy information is accurate the first time, with minimal rework
• Move confidently between systems without losing connection in the conversation
• Follow process and compliance requirements consistently
• Recognise genuine opportunities to offer additional support and act on them appropriately
• Stay steady when conversations are tough and bounce back quickly
• Take feedback seriously and improve week by week
• Care about doing things properly and hitting your targets

If you can see yourself growing into this, you’ll likely love it here.

What you’ll get

• Clear pay and incentives - Performance-based incentives, plus annual salary reviews
• Time off you can plan around - 22 days annual leave, plus volunteer leave
• A workplace you can feel - Food trucks, themed days and team celebrations that bring real energy to the day
• Leaders who back your growth - Clear direction, regular coaching and real opportunities to step into new roles
• Practical benefits that support you day to day - Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance
• Work that has real purpose - Helping customers get back on track when life doesn’t go to plan
• Parking options available

Ready?

Hit Apply and we'll circle back.

Why Youi

We’re here to make insurance more human and provide a better alternative for our customers. As a challenger brand, we question the status quo to support people when life doesn’t go to plan, with real people helping real customers at the moments that matter most. It’s also a place where you can make your mark. We grow our own people here, with clear pathways, structured development and hands-on coaching helping many team members step into leadership roles across the business.

We’re a performance-driven business, and effort doesn’t go unnoticed. Results are recognised and rewarded through incentives, everyday shout-outs and programs like Youi Stars. You’ll also see clear direction from senior leaders, with a strong focus on what matters most and a drive to get results without distractions. As more customers choose Youi, we keep growing, creating new roles and real opportunities to build your career over time.

It's work that’s a bit more you-shaped.