Service Delivery Consultant

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Introduction:
About us
We are an award winning, national $16B public offer industry fund focused on the education and community sectors. Working for NGS Super means being part of something bigger and working to make a difference to our members and their financial future.

Our people are key to our success, and as we expand, we’re committed to finding and retaining the right talent to take on the journey. As well as a flexible and fun workplace, we offer competitive benefits including additional leave entitlements, personal & professional development and health & wellbeing programs.

Click on the video below to learn more!

The Role
As the first point of contact for proactive member engagement, the Service Delivery Consultant plays a key role in delivering personalised, phone-based support across members, employers and advisers. Combining outbound campaign activity with end-to-end case management, this role ensures every enquiry is managed through to resolution, providing a seamless and positive service experience while connecting customers with the right support and solutions.

Supporting NGS Super’s Members First philosophy, you will build trusted relationships, identify member needs, and provide clear, accurate information that helps drive positive outcomes. With a strong focus on service excellence, compliance and quality standards, you'll contribute to meaningful member experiences while maintaining accurate records and supporting the delivery of proactive engagement initiatives.

The role can be based from our Sydney, Melbourne or Brisbane locations.

What you’ll do

• Deliver proactive outbound calling campaigns to engage new and existing members.
• Provide clear, accurate information on NGS Super products, services and member benefits.
• Identify member needs and connect them with appropriate support, education and advice pathways.
• Manage employer enquiries and cases end-to-end, ensuring timely resolution and excellent service.
• Support adviser-related enquiries and coordinate with internal teams to deliver positive outcomes.
• Assist with the management of vulnerable member cases, providing appropriate support and follow-through.
• Maintain accurate records and ensure compliance with regulatory, privacy and quality standards.
• Collaborate with internal teams to resolve escalations and deliver a seamless customer experience.
• Contribute to continuous improvement initiatives, quality assurance activities and service performance reporting.

About you
With a genuine member-first mindset, demonstrating empathy, accountability and a passion for delivering positive outcomes, you will bring the following:

• Experience in customer service, member engagement, outbound calling and/or case management, ideally within superannuation.
• An understanding of superannuation, insurance and related financial services products.
• Strong communication and stakeholder engagement skills, with the ability to build rapport across members, employers and advisers.
• The ability to manage multiple enquiries and cases simultaneously, taking ownership through to resolution.
• Strong attention to detail, with a focus on maintaining accurate records, documentation and CRM data.
• An understanding of financial services regulatory obligations, privacy requirements and risk management principles, and commitment to maintaining current knowledge.
• Experience using AI and automation tools to improve efficiency, enhance service delivery and support continuous improvement initiatives.
• Understanding of RG146 compliance and general financial advice regulations.

The following skills are nice to have but not essential:

• Experience supporting employers with payroll or contributions processes.
• Familiarity with call centre software, CRM systems and case management workflows.

If you’re passionate about customer experience and creating meaningful impact for members, this is your opportunity to make a difference and we would love to hear from you.

We are a super fund that has an exceptional work culture, provides a diverse offering in developing our people and you can be a part of it while earning an attractive remuneration package!

Interested and suitably qualified candidates should submit a copy of their updated CV.

Please note that to be eligible for this role, you are required to have permanent Australian working rights and residency.

We are an equal opportunity employer committed to creating a workplace that values diversity, equity, and respect for all individuals.