Profile Build Group is a boutique insurance builder seeking a highly organised team member to fill the full-time role of Customer Support Officer in our fast-paced team.
As a trusted panel builder for several leading insurance companies, we maintain a consistent pipeline of projects and a strong reputation in the industry. With our portfolio continuing to grow, we are looking for a long-term team member who shares our passion for quality and service. In return, you will enjoy a competitive remuneration package, opportunities for career progression, and the chance to work within a positive, supportive, and professional environment.
The Role
Profile Build Group is seeking a professional and customer-focused Customer Support Officer to join our team. This is a key frontline role within the business, supporting customers, insurers and internal teams to ensure smooth communication and positive service outcomes.
Your Tasks
- Answer a high volume of inbound calls professionally and confidently
- Act as the first point of contact for customers, insurers and industry partners
- Respond to general enquiries, provide information and troubleshoot where required
- Maintain a calm, empathetic and solutions-focused approach in all interactions
- Accurately record call details, actions and outcomes in internal systems
- Identify escalated or sensitive issues and direct them to the appropriate internal teams
- Follow up enquiries to ensure timely resolution and clear communication throughout
- Monitor and manage shared inboxes, triaging and allocating emails in line with company processes
- Maintain accurate records of correspondence within job files and systems
- Complete general administrative tasks including data entry, document management and file uploads
- Upload reports and updates into Prime and relevant insurer portals
- Assist with booking, confirming and updating appointments in job management systems
- Communicate scheduling updates clearly to customers, insurers and internal stakeholders
- Flag scheduling conflicts, delays or access issues to the relevant team members
- Work collaboratively with Project Administrators, Supervisors, Estimators and Operations staff to support KPI and service delivery standards
Qualifications/Work Experience
- Proven experience in a customer service, call centre or reception-based role
- Strong computer competency (Outlook, Excel/Sheets, Monday.com)
- Excellent communication skills
- High attention to detail and strong organisational skills
- Helpful and positive telephone manner with strong customer service focus
- Positive, problem-solving attitude
- Experience within insurance building administration is very highly regarded
Benefits
- Opportunities for career growth and professional development
- Supportive and friendly work environment
- Your birthday off each year
- Discounted gym, health fund and novated leasing available
- The position is based in our newly fitted out Milton office and offers a competitive renumeration package offered based on skills and experience.
This is your time to shine! If this role sounds like you, click “Apply for this job” and attach your resume and a cover letter.
