Customer Service - Team Knowledge Specialist Pet Insurance

About Us

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive.

Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

Protect the pet life. Empower the people behind it.

At Southern Cross Pet Insurance
, we're passionate about helping Kiwi pet parents protect the lives of their beloved cats and dogs. Every day, we support customers through the unexpected, from playful pups with boundless energy to curious cats with a talent for finding trouble. Our purpose is simple:
Protect the Pet Life
. We’re looking for a Team Knowledge Specialist to become the trusted expert who helps our people deliver exceptional customer experiences, every single day. If you're known for your expertise, love coaching others, thrive on solving complex problems and want to play a key role in shaping team success, this could be the opportunity you've been waiting for.

As our Team Knowledge Specialist
, you'll be the go-to person for knowledge, guidance, coaching and support across our Pet Insurance team. You'll work closely with our Sales & Service team, helping consultants confidently navigate customer enquiries, policy questions, complaints, process changes and complex scenarios. This is a role for someone who enjoys making a difference behind the scenes and on the frontline. You'll coach and mentor others, support escalated customer issues, maintain critical knowledge resources and help drive continuous improvement across the business.

No two days are the same. One day you might be helping resolve a complex customer issue. The next, you'll be creating knowledge content, delivering coaching sessions, onboarding new team members or helping the team understand an important policy update.

• Be the team's subject matter expert on policy, process and product knowledge.
• Resolve complex customer enquiries and escalations accurately and efficiently.
• Support the resolution of customer complaints and challenging cases.
• Coach, mentor and train team members to build confidence and capability.
• Create, maintain and improve knowledge articles, guides and procedures.
• Translate product, system and process changes into clear and practical guidance.
• Identify trends, recurring enquiry drivers and opportunities for improvement.
• Support onboarding and ongoing development of new team members.
• Partner with Team Leaders to identify and address knowledge gaps.
• Help ensure quality, compliance, privacy and customer outcome standards are consistently met.

You love learning, sharing knowledge and helping others succeed.

You're naturally curious, approachable and calm under pressure. People trust your judgement, value your expertise and know they can count on you for support when things get tricky.

• Experience in a contact centre, customer service, insurance or sales environment.
• Strong customer service and problem-solving skills.
• Coaching, mentoring or training experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Confidence interpreting policies, procedures…