Customer Service Representative

4 weeks ago

Parramatta, New South Wales, Australia HCF - Member Service Full time

About the Role

The Retention Customer Care Consultant is a key position within HCF - Member Service, responsible for maximizing outbound and inbound call opportunities to promote HCF Group products and services to existing members who have indicated they wish to cancel and win back members who have left the fund.

Key Responsibilities

  • Make outbound calls to members who have cancelled or indicated they wish to cancel their membership with the aim of winning them back to HCF.
  • Handle all member enquiries which may include membership applications, claim requests and cancellation calls and competitor comparisons.
  • Provide answers to any enquiries in a clear non technical manner.
  • Deliver against the call quality guidelines which includes rapport building, effective needs analysis, complaint/objection handling, solution focussed.
  • Deliver First Call Resolutions and endeavour to resolve any issue first time with the aim of retaining the member.
  • Provide outstanding customer service ensuring each member feels they are important and have been fairly dealt with.

Training and Support

Please note that training will be for a period of 4 months. During this time, you will be working in our new Parramatta contact centre, 5 days a week, Monday to Friday, with shift times of 8:30am – 5pm.

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 in the office). Multiple vacancies for fixed shifts between 9am and 6pm Monday to Friday.

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 our 2025 Strategy. 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.

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