Customer Experience Director

1 week ago

Sydney, New South Wales, Australia Avant mutua Full time

About Us

At Avant Mutual Group, we pride ourselves on delivering exceptional service to our members. As the leading provider of private health insurance to doctors throughout Australia, we cater to the needs of over 50,000 healthcare practitioners, students, and their families.

We value our people as the heart of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.

**Benefits:**

  • We offer a competitive salary of **$110,000 - $130,000 per annum**, depending on experience.
  • A discount of 25% on Private Health Insurance.
  • Free Salary Continuance Insurance.
  • An inclusive workplace with flexible work arrangements designed to enable genuine work-life balance.
  • Career development and internal mobility opportunities.
  • The Employee Referral Program rewards successful referrals with **$5,000**.
  • We offer support to our people via an Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.

Job Description:

This permanent, full-time role is based in our Sydney team. The Customer Experience Director will lead a dedicated team to deliver exceptional service to our members. This role focuses on guiding, supporting, and developing team members to ensure they meet performance targets and adhere to regulatory standards.

Key Responsibilities:

  • Leadership & Development:
    • Mentor and develop team members, fostering a positive and productive work environment.
    • Be an advocate for our customer charter principles where we commit to being Honest, Expert, Responsive and Easy (H.E.R.E) for our members in the service we provide.
    • Lead by example in behaviours that support and foster and open team culture while building employee engagement
    • Ensure clear and accurate communication is delivered to the team
    • Lead the team through the employee journey.
  • Performance Management:
    • Monitor and manage daily team performance, ensuring service levels and quality standards are met.
    • Regularly monitor key performance indicators (KPIs) to track team and individual performance against targets
    • Implement structured feedback mechanisms to provide team members with regular and actionable feedback
    • Analyse performance data to identify trends in strengths and areas for improvement
    • Foster a culture of continuous feedback and open communication to support ongoing performance improvement
  • Process Improvements:
    • Identify and implement solutions on issues, including process, procedures, and systems improvements
    • Coordinate and prioritise process improvements within Member Services
    • Identify opportunities and deliver feedback on personal knowledge or performance gaps
    • Provide constructive feedback to team members to enable performance improvement
    • Communicate and collaborate with team members about, and transition them through change
  • Risk and Compliance:
    • Drive risk and fraud awareness within the team
    • Conduct regular reviews of all member services processes to meet compliance obligations
    • Conduct quality assurance across all processes in conjunctions with quality framework
    • Manage incidents and issues in our central repository system (protecht)

Requirements:

To be successful, you will have:

  • A successful track record in a people leadership role in a highly regulatory environment (Private Health Insurance Preferred).
  • 3+ years' experience in a call centre environment as a Team Leader/Manager.
  • Forecasting & Resource Planner (essential).
  • Knowledge of HAMBS system (beneficial).
  • CXone telephony system (beneficial).
  • Ability to deliver effective communication (essential).
  • Problem Solving Skills (essential).
  • Ability to influence constructively (essential).
  • Organizational Skills (essential).
  • Leadership and motivation (essential).
  • Attention to detail (essential).

About Us:

Avant Mutual Group is a vaccinated employer. Prior to commencement, 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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