Customer Engagement Partner

Love building strong relationships and keeping things running seamlessly behind the scenes? This is your opportunity to play a pivotal role in delivering exceptional experiences to brokers across a national network.

🔷 About CBN

At Community Broker Network, we’re not just supporting insurance businesses - we’re shaping the future of the industry. As Australia’s largest network of general insurance authorised representatives, we empower over 300 businesses and 1,000 employees across the country. Our team offers market access, technology, education, marketing, HR, business advice, and more - supporting brokers from Perth to Cairns. We’re a certified Great Place to Work with an incredible culture, and a genuine commitment to helping our people grow.

Our values:

🔹 We Listen (Understand)

🔹 We Achieve (Accomplish)

🔹 We Are One (Together)

🔷 Purpose of the Role

We’re looking for a Customer Engagement Partner to be the key connector between our brokers and our service capability.

This role is critical to:

• Helping brokers adopt and grow within our services
• Embedding our offshore and operational support model
• Ensuring a seamless, high-quality experience from onboarding through to scale

You will be the primary relationship owner, ensuring brokers are supported, informed, and seeing tangible value, while also acting as the voice that champions and promotes the success of our service model across the network.  You will be the central coordination point, you’ll ensure a seamless pipeline of work, strong alignment between stakeholders both internally and externally.

This is a dynamic role suited to someone who thrives in a fast-paced environment and enjoys balancing operational delivery with strong stakeholder engagement.

✨ What You’ll Do

• Manage broker pipeline and demand, ensuring clear visibility, prioritization, and alignment with service capacity
• Lead onboarding of new brokers, identifying needs and translating them into clear delivery requirements
• Oversee service delivery to ensure work is completed in line with scope, SLAs, and expectations
• Act as the key escalation point, resolving issues efficiently with clear communication and ownership
• Coordinate across internal teams and external/offshore partners to ensure consistency and quality outcomes
• Monitor service performance, broker engagement, and demand trends, providing regular insights and actively sharing success stories and value delivered.
• Identify and drive continuous improvement initiatives across onboarding, workflows, and service delivery

💡  What You’ll Bring

You’ll thrive in this role if you.

• Have experience in insurance broking, broker support, or service delivery environments.
• Understand how brokers operate and where value can be unlocked.
• Are passionate about helping brokers grow and scale their business.
• Are highly organised, with the ability to manage multiple stakeholders and competing priorities.
• Can translate business needs into practical service delivery outcomes.
• Are confident analysing data and reporting on pipeline, utilisation, and performance metrics.
• Can confidently engage, influence, and build trusted relationships.
• Can manage complex conversations and escalations with confidence.
• Bring a customer-first mindset with a strong focus on experience.
• Enjoy being in a role where you can champion success and drive momentum.

🌟 Why Join CBN?

At CBN, we genuinely care about our people - and it shows.

Here’s what you’ll enjoy:

🏆 Great Place to Work certified

🌟 Hybrid working flexibility – 3 days in the office, 2 days at home

🧘 Wellbeing allowance

🥰 Mental health days & birthday leave

💰 Competitive salaries

📚 Study support & professional development opportunities

💫 Incentive & bonus plan

👶 Paid parental leave

❤️ Salary continuance benefit

✈️ Travel and cyber insurance discounts

👏 Regular team events and cultural activities

😍 Extra perks like health insurance discounts, retail offers, and more!