Manager, Member Contact Centre

4 weeks ago

Perth Central Business District, Australia HBF Full time

**Job no**: 493788

**Work type**: Permanent full time

**Location**: Perth CBD

**Categories**: Member Services & Sales

**We’re HBF**

HBF is proud to be awarded Australia’s most trusted Private Health Insurer, we have 1.1 million members nationally and over 1000 people. Our purpose is to deliver for our members in the moments that matter, underpinned by a friendly, value driven culture. As a not-for-profit fund with no shareholders, we are dedicated to doing the right thing for our members.

We continue to innovate and challenge the status quo; adopting a strategy that focuses on business growth and sustainability, diversification, national expansion and significant enhancements to how we service our members through technology and relevant related businesses.

When you join HBF, you become part of one big diverse family. HBF supports a flexible working environment that is trust based because we understand life happens. We also create a psychologically safe workplace, where we celebrate your authentic self.

So why not come with us on our growth journey and see where a career with HBF can take you?

**The Opportunity**

Our Member Contact Centre is the heart of our organisation, it’s how we communicate with our members and help them during moments that matter. Our vision of having a national Member Contact Centre is also in full swing with our first teams outside of Perth recently recruited in Brisbane and Melbourne.

HBF is on a journey of exciting organisation-wide transformation and our Member Contact Centre is becoming even more member focused by delivering an effortless member experience in an efficient and digitally engaging manner.

This transformation be achieved by supporting cultural change and developing teams to adopt collaborative and inclusive performance focused behaviours. Simultaneously, through new technology and operating model, members will experience first point resolution and a service that is personalised, proactive, demonstrates expertise and embodies the HBF vison and values.

**Let’s talk about you**

This exciting opportunity requires a highly experienced leader within the customer service and acquisition Contact Centre environment. We require someone with the leadership skills to drive significant cultural change and the expert knowledge of emerging trends in Contact Centre technology to help bring our Member Contact Centre forward on our transformation journey.

**Ok, you know the details, now let’s talk more about benefits**
- Fully Subsided Gold Hospital Health Cover*
- 3 additional wellbeing days off a year (on top of our standard leave entitlements)
- 2 volunteering days per year
- 14 weeks paid parental leave
- Career development opportunities - on average 35% of our vacancies are filled internally. We have a passion for harnessing our people potential
- One-off pre-tax Work From Home payment of $500*
- Access to corporate discounts across a range of gyms, retail, restaurants, and hotels
- _After probation_
- _People identifying as an Aboriginal or Torres Strait Islander_
- _People living with physical disabilities_
- _People of different ages_
- _People comfortable with their sexual orientation, gender identity, and expression._

**Our Values**

At HBF, we live our values every day. They shape our behaviours and how we relate to each other, our members and our community:

- Members are our reason_ - Members are the reason we exist and are at the heart of everything we do.
- We do the right thing_ - We are open and honest in everything we do. We do what is right, not what is easy and explain why we are doing it.
- We are brave_ - We are brave in the way we will tackle the future. We’re driven by curiosity, and constantly look for better ways to work smarter, faster and more innovatively.
- We work as one_ - We act as one HBF because we’re better together. We work not as individuals but as a team to achieve more.

**Advertised**: 28 Mar 2023 W. Australia Standard Time
**Applications close**: 11 Apr 2023 W. Australia Standard Time

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