Member Care Consultant Inbound
Join an award winning contact centre team in Parramatta.
Our Customer Care Consultants are instrumental in managing the customer experience for HCF Members to ensure that they always receive a personal and exceptional service. Working within a call centre to clear targets, you will be responsible for providing outstanding service to our members and to promote HCF products and services.
You will:
• engage with customers with interest and empathy
• communicate effectively to identify customers needs
• resolve any concerns in a seamless customer experience including the appropriate handling of customers in vulnerable circumstances
• identify and investigate member pain points or complaints
• manage expectations and aim to provide best possible outcomes for your customers
This is a full time, permanent role with fixed and rotating shifts available.
Contact centre hours of operation are Monday to Friday 8am to 8pm and Saturday 9am to 5pm.
We are seeking candidates who would be able to start on Monday 3 March 2025.
Interviews will be held in person at Parramatta on Tuesday 4 February 2025.
Training:
Please note that training will be for a period of 3 months. See details below:
• 5 days a week, Monday to Friday
• During the training period, shift time is 8:30am – 5pm
• Training will be facilitated in our new Parramatta call centre.
• After training is complete, you will transition to a rotating or fixed shift pattern.
You are required to work in the office for the first 4 months from start date, after which you will transition to a hybrid working model (minimum 2 days a week in the office).
About You:
Someone who possess a positive, enthusiastic and collaborative work ethic. We pride ourselves on maintaining a positive, fun, and collaborative working culture whilst ensuring we provide our members a professional and efficient service.
To be successful you will demonstrate:
• Outstanding verbal and written communication skills
• An interest in Health Insurance
• Previous experience in promotion of products and services.
• Solutions focused with a positive and resilient outlook
• Ability of handling and owning those challenging calls
• Comfortable with set KPIs and targets
• Strong work ethic, taking pride in each and every call
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
Join an award winning contact centre team in Parramatta.
Our Customer Care Consultants are instrumental in managing the customer experience for HCF Members to ensure that they always receive a personal and exceptional service. Working within a call centre to clear targets, you will be responsible for providing outstanding service to our members and to promote HCF products and services.
You will:
• engage with customers with interest and empathy
• communicate effectively to identify customers needs
• resolve any concerns in a seamless customer experience including the appropriate handling of customers in vulnerable circumstances
• identify and investigate member pain points or complaints
• manage expectations and aim to provide best possible outcomes for your customers
This is a full time, permanent role with fixed and rotating shifts available.
Contact centre hours of operation are Monday to Friday 8am to 8pm and Saturday 9am to 5pm.
We are seeking candidates who would be able to start on Monday 3 March 2025.
Interviews will be held in person at Parramatta on Tuesday 4 February 2025.
Training:
Please note that training will be for a period of 3 months. See details below:
• 5 days a week, Monday to Friday
• During the training period, shift time is 8:30am – 5pm
• Training will be facilitated in our new Parramatta call centre.
• After training is complete, you will transition to a rotating or fixed shift pattern.
You are required to work in the office for the first 4 months from start date, after which you will transition to a hybrid working model (minimum 2 days a week in the office).
About You:
Someone who possess a positive, enthusiastic and collaborative work ethic. We pride ourselves on maintaining a positive, fun, and collaborative working culture whilst ensuring we provide our members a professional and efficient service.
To be successful you will demonstrate:
• Outstanding verbal and written communication skills
• An interest in Health Insurance
• Previous experience in promotion of products and services.
• Solutions focused with a positive and resilient outlook
• Ability of handling and owning those challenging calls
• Comfortable with set KPIs and targets
• Strong work ethic, taking pride in each and every call
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
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