Team Leader Member Services

**Job no**: 498977

**Work type**: full time

**Location**: Sydney

**Categories**: Customer Service - Inbound, Customer Service - Outbound, Management, Operational Excellence, Sales - Inbound, Sales - Outbound, Team Leaders

**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 80,000 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 member, 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 450 staff has resulted in over 50% of Australia’s doctors choosing to be Avant members, delivered annual revenues of $350 million and net assets of $2 billion.

**About the Role**

The Member Services Team Leader is tasked with leading the Member Services team to deliver our service promise to members. The role primary purpose is to lead, support, develop and engage the team; identifying process improvements, ensuring regulatory obligations are met, solving problems and managing the day to day performance of the team

Team Leaders are also the escalation point for complex queries and complaints and are a key part of the Sales & Service Leadership Team.

**Key Challenges**:

- Coach and lead a team in delivering a high-quality customer service experience to DHF members
- Delivering Best Practice services whilst balancing the cost and quality of services provided
- Maintain an open mind to influence and drive change and improvements within the team and ultimately for members
- Have day to day oversight of teamwork allocations, leave arrangements and work with other Team Leaders to ensure service standards are met across
- Ensure the business meets the appropriate KPIs, workflow targets and control frameworks in place to comply with service level agreements, APRA, Medicare guidelines and compliance expectations and regulatory obligations
- Support the development and delivery of continuous improvements to enhance the member and team experience

As the business develops, the position will continue to evolve and the incumbent is expected to adopt a flexible approach to work requirements and to undertake new or alternate duties as required. This may include adoption of new technologies, new work procedures and new expectations.

**Key Responsibilities**:
**_ Lead the te_**_am_**_:_**
- Lead by example and develop a team of high-performing Member Services agents that support the Avant Values Principle of Purpose, Passion, Courage and Trust, DHF value proposition and culture
- Embrace and propagate the agile way of working in DHF
- Build employee engagement in an open ownership-based culture
- Ensure clear and accurate communication is delivered to the team
- Collaborate with other Team Leaders responsible for member interaction channels such as E5 workflow, HAMBS and OMS Website
- Lead the team through the employee journey. This includes:

- Recruit employees that are professional, motivated and the right fit for the job
- Manage the on-boarding of new employees
- Build understanding of performance metrics and their relationship to the DHF Strategy and Business Plans
- Coach and develop employees to reach their potential through monthly 1:1 meeting and connect agreements
- Provide training opportunities and work alongside MS technical trainer for ongoing training or identifying new training needs
- Complete audit for critical processes in Membership Services to ensure service levels are met
- Adhere and ensure all Non-Negotiable Checklists are completed as set for Member Services
- Partner with the Member Service’s Manager and the People and Culture team to manage poor performance

**_ Drive superior, expert and personal customer service_**
- Manage the day to day operations of the Member Services team across multiple channels, e.g.; telephone, e5 workflow, HAMBS, and website OMS
- Support ongoing technical training and development of agents including Senior MSO’s
- Utilise insights from surveys, feedback and other sources to deliver an expert and personal service
- Co-ordinate the delivery of high quality, accurate information to members
- Drive quality assurance and review samples of staff tasks and interac