Vacancy title:
Customer Service Agent

[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service]

Jobs at:
Neilson Financial Services

Deadline of this Job:
Tuesday, April 14 2026

Duty Station:
Barangaroo, Sydney NSW | Sydney NSW

Summary
Date Posted: Thursday, April 9 2026, Base Salary: Not Disclosed

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JOB DETAILS:

Customer Service Agent – Life Insurance Sydney | $70,000 + Super | Full-Time Onsite Mon-Fri

At Neilson Financial Services, we help Aussie and Kiwi families protect what matters most. Since launching in the UK in 2012, we've grown into an award-winning international life insurance provider with offices across four countries, and our Sydney team is one of the most energetic parts of that story.

We're looking for someone who genuinely cares about the people on the other end of the line. If you find satisfaction in solving problems, staying calm under pressure, and leaving customers better off than when they called, this role is worth a look.

What you'll be doing

You'll be the voice of Neilson for our customers, handling inbound and outbound calls, managing policy enquiries, supporting claims, and resolving complaints. No two days look the same, and that's part of what makes this role rewarding.

Day to day, you'll:

• Handle customer enquiries and requests via phone and email with care and efficiency
• Support customers through claims administration, often during difficult moments
• Resolve complaints at first contact where possible, and escalate when needed
• Assist with policy updates, cover changes, and cancellation requests
• Maintain accurate records in line with Australian and New Zealand regulatory requirements
• Participate in call calibration sessions to sharpen your skills and share best practice
• Meet quality and productivity targets that reflect the high standard we hold ourselves to

What we're looking for

You don't need to have worked in life insurance specifically, but you do need to bring genuine customer service instincts and a desire to do right by people.

You'll be a strong fit if you have experience in a call centre role providing customer support with excellent verbal and written communication skills. Beyond that, we're looking for someone who is empathetic, detail-oriented, composed under pressure, and genuinely passionate about delivering great service.

What you'll get

• $70,000 base + superannuation, transparent and competitive
• A clear pathway for progression, both in terms of remuneration but also with genuine support for people who want to grow into senior, specialist, or leadership roles
• The energy of a fast-growing, entrepreneurial business with the stability of an established international brand
• A team culture that values knowledge-sharing, collaboration, and getting things right

Additional information

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure

For More Info https://careers.neilsonfs.com/jobs

Employer questions

Your application will include the following questions:

• Are you able to start on 18 May and commit to a rotating roster of 37.5 hours per week Mon-Fri?
• Do you have any holidays for 2 consecutive business days or more in the next 2 months?
• This is a full-time, office-based role in Barangaroo, Monday to Friday, with a rotating roster of shifts between 7:00 am and 7:00 pm. Shifts are allocated by the business so you cannot choose these yourself. Can you commit to this schedule and location?
• Are you willing to undergo a national police check as part of the pre-employment process?
• Do you have full, unrestricted working rights in Australia? (Working Holiday and Student visas are not eligible.)
• Have you lived outside Australia OR New Zealand for 12 consecutive months or more in the past 5 years? (Required for background checks.)

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