Member Services Team Leader

2 weeks ago

Sydney Central Business District, Australia HCF Full time

**About RT HEALTH**

At RT Heath, we’re all about community. It’s the reason we were founded back in 1889 and it’s why we’re still here today supporting more than 48,000 hardworking Aussies across the rail, transport and energy industries. Australia’s first registered health fund and proudly not for profit, we’ve spent 130+ years supporting our members with great value health cover and a level of care that we’re known for. We’re now a proud division of HCF, Australia’s largest not-for-profit health fund but we remain focused on our commitment to support hardworking men, women and families on their health journeys.

Our members come first. Always.

**About the Role**

Reporting to the Contact Centre Manager, you will be accountable for effectively leading, coaching, developing and motivating a call centre team located in our George St Office.

Your role will be to ensure effective and efficient customer service is provided to all RT Health members; and to maximise call opportunities to promote RT Health products and services and achieve individual, team and call centre KPI’s.

**Responsibilities**
- Conduct regular one on ones, as well as yearly performance appraisals with team members focusing on their current performance and coaching them to achieve individual and team goals.
- Use Call Centre Technology to manage, monitor, evaluate and provide feedback on team members' and group performance.
- Effectively communicate to the team new developments/processes and where possible explain reasons why changes/decisions have been made.
- Provide feedback to Resource Planner on roster and follow processes and procedures.
- Develop and maintain a team culture that facilitates continual improvement.
- Provide timely feedback to the relevant individual/department impacting the customer experience
- Accept all member escalations; demonstrate professionalism in assisting the member.
- Regularly review calls to monitor quality and ensure RT Health service level standards are adhered to
- Maintain a thorough knowledge of products and procedures.
- Ensure all team, department and business changes are embraced and managed effectively.

**About You**
- Previous experience in a similar role, preferably in a contact centre or customer service environment.
- Proven track record of leading and managing teams, achieving performance targets, and driving results.
- Excellent interpersonal and communication skills, with the ability to effectively engage and motivate team members.
- Strong problem-solving and decision-making abilities, with a focus on providing efficient and effective solutions.

**Culture & Benefits**

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your own wellbeing journey, so that you can be at your best. This includes:

- 50% subsidy on HCF Private Health Insurance
- 18 weeks Parental Leave for all new parents
- Mental Health & Wellbeing programs
- Discounts to HCF’s entire suite of products; Life, Pet and Travel Insurances

Growing your career at RT Health is a priority for us. We fill approximately 40% of our roles internally To support your growth and development we have many learning opportunities internally and externally with study leave and study assistance to further support.

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