Member Support Coordinator

2 weeks ago

Sydney Central Business District, Australia HCF Full time

**About HCF**

HCF is Australia's largest not-for-profit private health fund. With over 80 years of heritage in Australia, we remain faithful to our not-for-profit charter and continue to deliver more benefits to our members. At HCF, we never lose sight of the role we play in other’s health and wellbeing, each of us is dedicated to our vision for our members; to make healthcare understandable, affordable high quality and customer centric.

**About the role**

Reporting to the Member Support Manager, the Member Support Coordinator will be responsible for the follow activities:

- Manage internal staff communications
- Respond to Member correspondence on behalf of the Senior Management Team
- Provide high quality customer service and support to the Branch, Call Centre, Membership Teams, external customers and Agencies
- Identify and escalate issues where necessary
- Assist in the management of complaints and enquiries through the HCF social media platforms.

**Skills & experience**

To be successful in this role, you will have the following experience, skills and attributes:

- At least 5 years experience in a similar role
- Excellent communication including professional writing, verbal & telephone skills
- Ability to interact effectively and build strong relationships with Peers, Managers and General Managers of Business Units,
- Provide first contact resolution in customer interactions
- Experience with stakeholder management and writing high quality staff communications
- Experience in responding to enquiries and complaints and writing letters on behalf of senior management
- Ability to handle difficult interactions with members with composure
- Ability to work in a team environment
- Self-Motivated and able to work to competing deadlines
- Solutions oriented with high personal accountability
- A Team player with a can do attitude and solution focused
- Ability to be involved in multiple projects and work under pressure
- Seek and be open to regular feedback; taking appropriate actions to incorporate feedback into daily activities and deliver improvement to processes

**Benefits & culture**

We believe in developing our people to assist in driving continuous improvement within the organisation. At the same time we are dedicated to creating a working culture where staff members can flourish. We work hard to ensure that all our positions are challenging and rewarding, where you can utilise and further develop your skills to truly make a difference.

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