Sales & Service Administrator - Southern Cross 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.

About the role

Protect the pet life. Support 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 Sales & Service Administrator to join our Pet Insurance team and help deliver the outstanding service our customers depend on. This is a fixed-term, parental leave cover role starting November 2026 through January 2028.

If you're organised, detail-oriented, enjoy solving problems and take pride in getting things right the first time, this could be the opportunity for you.

About the role

As a Sales & Service Administrator, you'll play an important part in ensuring customers receive timely, accurate and professional support throughout their journey with Southern Cross Pet Insurance.

You'll work across a variety of administration activities, supporting our Sales and Service teams with customer enquiries, policy administration, payment processing and operational tasks that help keep things running smoothly.

This is a role for someone who thrives on variety, enjoys taking ownership and values accuracy. You'll help resolve customer queries, support day-to-day operations and contribute to creating positive customer experiences.

No two days are exactly the same. One day you might be processing policy updates, responding to customer emails and supporting payment enquiries. The next, you could be investigating an administration discrepancy, helping improve a process or working with other teams to resolve a customer issue.

What you'll be doing

• Process administration tasks accurately and efficiently while meeting service and quality standards.
• Manage customer enquiries through email and phone channels.
• Take ownership of customer queries and follow through to resolution.
• Support policy administration, payment processing and customer account maintenance activities.
• Apply policies, procedures and business rules accurately and consistently.
• Identify and escalate potential risks, anomalies or suspicious activity appropriately.
• Work collaboratively with colleagues across Sales, Service and other business areas.
• Maintain accurate customer records and documentation.
• Contribute ideas to improve processes, systems and ways of working.
• Help ensure compliance, privacy and customer outcome standards are consistently met.

About you

You're someone who enjoys bringing order to complexity and takes pride in delivering high-quality work.

You're organised, dependable and customer-focused. You communicate clearly, work well with others and can balance competing priorities while maintaining attention to detail.

Ideally you'll bring:

• Previous administration experience, preferably in insurance, financial services or another regulated environment.
• Strong customer service skills and a customer-first mindset.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy.
• Strong organisational and time management skills.
• The ability to work independently while also being a supportive team member.
• Sound judgement and problem-solving skills.
• Confidence learning and applying policies, processes and systems.
• Experience using Microsoft Office applications and data entry systems.
• A continuous improvement mindset and willingness to adapt to change.

Insurance experience would be an advantage, but most importantly we're looking for someone who is reliable, curious, takes ownership and enjoys helping customers.

Why Southern Cross Pet Insurance?

Because culture matters.

At Southern Cross, our values aren't something we talk about once a year. They're part of who we are and how we work together every day.

Ngākau nui – always there
Āhurutanga – always real
Tikanga – always true

We're proud of our supportive, inclusive and genuinely caring culture. We celebrate success, help each other through challenges and believe great customer outcomes start with great employee experiences.

You'll join a team that works hard, supports one another and understands that sometimes a dog photo can be exactly what a busy day needs.

After all, protecting the pet life isn't just what we do. It's what we're passionate about.

What's in it for you?

We know our people are our greatest asset, which is why we invest in wellbeing, flexibility and development.

Our benefits include:

• Five days of wellbeing leave each year
• Southern Cross health insurance for you and your immediate whānau
• Life insurance cover
• Discounts on pet and travel insurance
• Enhanced parental leave benefits
• Financial wellbeing support
• Access to wellbeing programmes and resources
• One paid volunteer day each year
• The ability to purchase additional flexi leave
• Ongoing learning and development opportunities

Ready to join us?

If you're passionate about delivering great customer experiences, enjoy solving problems and take pride in high-quality work, we'd love to hear from you.

Bring your organisation skills. Bring your attention to detail. Bring your commitment to great customer outcomes.

Apply today and help us protect the pet life.

We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee‑led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.

If you share our commitment and passion, we'd love to hear from you.