Make a meaningful impact supporting families with clarity and care in this Customer Care Consultant role. You’ll play a vital role in helping families make informed decisions during some of life’s most significant moments.

About the Role
In this frontline phone-based role, you’ll handle inbound enquiries from customers and conduct outbound calls to warm leads.

You’ll provide clear, compliant information, qualify interest, and schedule appointments for our consultants.

This is a relationship-driven position combining customer care, empathy, and a proactive sales mindset.

What You’ll Do Inbound Enquiries

• Respond to phone, email, and web enquiries with care and professionalism
• Explain prepaid funeral options in a clear, compliant, and supportive way

Outbound Calls

• Contact customers who have previously engaged with our locations or partners
• Qualify interest and nurture leads with an empathetic approach

Appointment Scheduling

• Book appointments for prepaid consultants using scheduling tools
• Ensure smooth coordination and strong attendance rates

Customer Experience & Data Quality

• Accurately record all information and interactions in CRM systems
• Manage escalations with emotional intelligence and judgment

Stakeholder Collaboration

• Work closely with prepaid consultants, administrators, and internal teams
• Support training delivery and process improvements

Going Above & Beyond

• Bring initiative, positivity, and proactive problem-solving
• Look for opportunities to enhance the customer journey
• Contribute to a strong, supportive team culture

About You You’re empathetic, confident on the phone, and comfortable guiding customers through sensitive conversations. You’re also motivated by achieving outcomes and providing exceptional customer experiences.

You’ll bring:

• Customer service experience, ideally in a sensitive or financial services setting
• Strong outbound sales experience
• Excellent communication and relationship-building skills
• High emotional intelligence and professionalism
• CRM and digital system proficiency
• Strong organisational and prioritisation skills
• Openness to feedback and a growth mindset

Desirable:

• Knowledge of financial product regulations (training provided)
• Experience with scheduling tools such as Microsoft Bookings

Why Join Us?

• Permanent, full-time role
• $80,000 + Super + Bonus
• Rhodes location
• Meaningful work supporting families during important life moments
• Supportive team, quality training, and ongoing development