At a Glance
- Tasks: Support Australians by delivering exceptional customer service and resolving queries.
- Company: Join Smartgroup, Australia's trusted provider of Employee Management Services.
- Benefits: Enjoy free lunches, extra leave, and paid volunteer days.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference while growing your career in a dynamic environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
Look forward to working with Australia’s leading and most trusted provider of Employee Management Services, making the benefits of salary packaging, novated leasing, and fleet management readily available to employers and their employees.
Working at Smartgroup offers more than a job. It is a dynamic workplace that matches the enthusiasm for the work you do and ambition for an exciting fast-paced career. Every day you will be part of a team that helps support fellow Australians - many working in essential services, corporates, government, and not-for-profits - to take home more money in their pay packets.
This is a 12-month maximum term contract opportunity. As one of our valued Customer Service Consultants, you will be the voice of Smartgroup and play an integral role in delivering an exceptional customer experience through every interaction. This is a high-volume, performance-driven inbound environment, where every interaction is an opportunity to achieve positive outcomes for our customers and the business.
Key responsibilities include:
- Fulfilling customer requests and queries relating to salary packaging claims, package changes, and new applications
- Maintaining accurate customer data and completing administration and reporting in a timely manner
- Driving first contact resolution across phone and email channels
- Delivering consistently high-quality customer service
- Working in a performance-driven environment, achieving individual and team targets
- Identifying opportunities to improve processes and enhance the customer experience
- Ensuring compliance with privacy, legislative and company policy requirements
- Identifying customer needs and referring opportunities for additional products and services (where appropriate)
- Completing outbound calls where required
Our experienced and supportive leadership team will provide comprehensive training and ongoing support to set you up for success. You’ll work across a rotating roster between 8:30am and 6pm.
What will make you stand out?
- Passion for delivering exceptional customer service
- Strong communication skills with the ability to simplify complex information
- Problem-solving mindset and ability to show initiative
- Strong time management and organisational skills
- High attention to detail and accuracy
- Accountability and ability to follow through on commitments
- Confidence using systems and applications (e.g. MS Office)
- Previous customer service or first contact resolution experience is advantageous
What’s in it for you?
- Smart Leave, an additional week of leave each year
- Free lunch every week
- Up to 20 weeks Paid Parental Leave with superannuation contributions and a Return-to-Work Bonus
- Make a Difference Days – paid days off to volunteer for the community and environment
- Discounted retail vouchers
- Salary packaging and novated leasing benefits (of course!)
- Free flu vaccinations
- Employee Share Plan
At Smart, we’re driven by purpose and performance. We support individual and team growth via varied learning opportunities, open communication, and leaders who work to get the basics right – quality and regular one to ones, clear goals and success metrics, and growth conversations.
If this sounds like the opportunity for you and you have something to offer, we’d love to hear from you. APPLY ONLINE today. Our Talent Acquisition team will be in touch to discuss next steps. If you require any adjustments to the recruitment process or are seeking part-time work, let us know—we’re here to understand.
Our Commitment to Diversity and Inclusion
Everyone belongs and is welcome at Smart. We welcome people from diverse backgrounds to join our team, including Aboriginal and Torres Strait Islander peoples, veterans, people with disability, people who identify as LGBTQ+, all gender identities, and people of any socioeconomic status, age, race, national origin or ethnicity.
Our commitment to Diversity & Inclusion is reflected in the external recognition we’ve received, including being named:
- WGEA Employer of Choice for Gender Equality since 2019
- DCA Inclusive Employer 2025 – 2026
- Bronze Employer on the Australian Workplace Equality Index
Please note: all successful candidates will be required to complete background checks including a police clearance prior to confirmation of employment. Candidates must have unlimited Australian work rights to be considered for this role. Respectfully, no agencies please.
Customer Service Consultant employer: Smart Group
Smartgroup is an exceptional employer that fosters a dynamic and inclusive work environment, offering a range of benefits such as Smart Leave, free lunches, and generous parental leave. With a strong focus on employee growth and development, team members are encouraged to engage in continuous learning and enjoy meaningful work that supports fellow Australians across various sectors. Located in Australia, Smartgroup not only prioritises flexibility and wellbeing but also champions diversity and inclusion, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smart Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Smart Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Smart Group:Your cover letter is your chance to shine! Tell us why you want to work at Smart Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Smart Group!
How to prepare for a job interview at Smart Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
