About the job

The Role – Customer Operations Specialist (Phone-Based)

Be the voice of confidence for Australian retirees.

At Household Capital, our Customer Operations Specialists are the first voice many of our customers hear—and the support they rely on throughout their journey with us. This role is all about meaningful conversations: listening with empathy, guiding with clarity, and delivering service that reflects our core values—empathy, transparency, and agency.

Whether it’s answering a phone enquiry, responding to an email, or following up on a customer application, you'll be supporting retirees to live well at home by providing assurance, information, and care every step of the way.

What you’ll be doing:

Handling inbound and outbound customer calls with warmth and professionalism

Providing clear, helpful responses to customer queries across phone and email

Ensuring a seamless and supportive customer experience from start to finish

Using sound judgement and attention to detail to identify and resolve issues

Collaborating with internal teams to improve our processes and service

What we’re looking for:

Strong phone-based customer service and support experience

A passion for delivering exceptional customer satisfaction

Excellent communication and interpersonal skills

Confidence using digital systems and multitasking in a fast-paced environment

A proactive approach and the ability to manage competing priorities

Financial services experience is a bonus—but not essential

The role is hybrid between the CBD office and home working.