Job Description

You’ll love this role if you want to get sharper at handling tough conversations and build capability that lasts.

Customers call to review their renewal or cancel, often because of price. You’ll listen carefully, explain cover and value clearly, and adjust policies within guidelines where it’s appropriate. It’s about calm thinking, not pressure tactics.

You’ll work toward retention targets, with structured scripts, compliance requirements and regular coaching. Calls are back-to-back and sometimes emotional, but that’s how you build real resilience, judgement and confidence.

What you’ll be doing

• A full-time role based in-office at Sippy Downs
• Take inbound calls from customers reviewing renewals or considering cancellation
• Listen carefully to understand their concern, especially around price increases
• Explain cover, pricing and value clearly so customers can make informed decisions
• Adjust cover within approved guidelines where appropriate
• Work toward retention and performance targets, with results reviewed and coached regularly
• Follow structured scripts and compliance requirements to make sure decisions are accurate and fair
• Handle back-to-back conversations that can be emotional, without letting one call affect the next
• Stay focused and consistent across your shift

What great looks like

• Customers leave the call clear about their options
• Stay calm and measured when conversations become tense
• Confidently explain value and guide decisions within guidelines
• Balance empathy with performance
• Maintain energy and professionalism across a full day of calls
• Use feedback to improve your retention results over time
• Take accountability for your performance and look for ways to sharpen it

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

What you’ll get

• Set start and finish times so you can plan life outside work
• 22 days annual leave, plus volunteer leave and yearly salary reviews
• Real pathways to grow your career, with plenty of people promoted from within
• Paid training at the start and ongoing coaching as you grow
• A team environment where people back each other and keep things real
• Free skin checks, flu jabs and financial wellbeing sessions
• Discounted gym access through Fitness Passport
• Discounted Youi insurance products
• End-of-trip facilities and casual dress code

Ready?

Hit  Apply and we'll circle back.

Why Youi

We’re here to make insurance more human. That means really getting to know our customers. And it means backing our people to grow, not just get through the day. Here, your work has impact. Your effort gets noticed. And your career can be shaped around who you are.

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

Visit youi.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to see what work life with us looks like.