nib health funds (nib) has announced it is expanding its customer service capability and will open a new contact centre on the NSW Central Coast. The new facility will ensure the health insurer continues to deliver the highest level of service standards for its Australian-based customers.
Located in Mann Street, Gosford, the new contact centre is expected to be operational in November and have the capacity to seat up to 100 operators.
This will complement nib's primary contact centre located in Newcastle, which currently services more than 1.5 million customer interactions annually.
Rhod McKensey, nib Group Executive Australian Residents Health Insurance, said the addition of the Gosford Contact Centre would ensure that nib's growing customer base continues to receive the outstanding levels of service it has come to expect from Australia's fourth largest health insurer.
"We've made significant investment in developing new and alternative ways for customers to interact with us, such as SMS, online and click to chat. We also have 65% of our policyholders registered for our Online Services which allows them to self-service and manage their health cover," Mr McKensey said.
"Despite these initiatives and seemingly high uptake from our customers, direct contact by telephone remains the most popular and preferred channel for our customers. As our customer base increases, so does the demand for our contact centre services, making the investment in the new facility important to ensure we maintain the highest service standards," Mr McKensey added.
Recruitment of local employees for the centre will be undertaken in the coming months, while Central Coast-based nib employees who currently work in the Newcastle Contact Centre will also have an opportunity to express interest in relocating.
nib currently employs around 900 staff across its Australian and New Zealand operations; half of which are in customer servicing frontline roles.
The health insurer will continue to explore and invest in new and cost-effective channels to ensure it continues to deliver the best possible customer service.