Manager, Member Engagement Service

2 weeks ago

Sydney, New South Wales, Australia Avant mutua Full time

About Avant

Avant is Australia's leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years. It was established by a small group of doctors in 1893, who wanted to "protect themselves from actions arising out of the practice of medicine".

Avant now represents 82,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.

As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our members, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.
The commitment to members and the profession from our 855 staff has resulted in over 50% of Australia's doctors choosing to be Avant members, delivered annual revenues of $454 million and net assets of $2 billion.

About the Role

This role will partner with the other leaders of the Member Engagement Team to deliver a 'best in breed' service experience to members with a focus on quality and timeliness, delivering on our Member Experience principles – Prompt, Easy, Trustworthy and Expert.

Executing annual business plans, the role will focus on incremental business improvement to process, platform and performance, while also leading, coaching and developing people to achieve KPIs and career aspirations.

Key Responsibilities


• Developing and leading staff through consistent application of performance and service management strategies

• Implementing plans, developed with management, to lift performance to necessary levels and take action to address unsatisfactory performance

• Assisting in managing the operations of the centre through completion of reports and management of reporting, coaching

• Monitoring team performance and identifying and remediating reasons for variance to target

• With a focus on quality and timeliness of experience the role is critical to identifying opportunities to remove or reduce work and reduce risk

• Manage member complaints/escalation and analysis of service experiences with a view to minimise complaints.

• Represent Member Engagement team in variety of initiatives/projects across the organisation as required including (Renewals management, System changes etc)

Key Skills required to perform the role


• Strong communication and interpersonal skills

• Intermediate computer skills

• Negotiation and staff development skills

• Strong sales performance and customer service skills

• Strong understanding of products, systems and processes

• Strong customer service orientation and an understanding of the sales environment

• Excellent presentation and communication skills

• Product demonstration skills, coupled with training and public speaking ability

• Knowledge of organisations's products

• Ability to identify sales leads and on-sell

• Ability to manage, lead and motivate a team

We are passionate about our members and the products and services that we provide. If you are passionate about delivering exceptional customer service – apply now

Please note: Avant Mutual is a vaccinated employer. Prior to the commencement of your employment by Avant, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons.

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