Customer Care Consultant

Join an award winning team at the HCF contact centre and provide Uncommon Care to our Members over the phone.

About The Role

Our Member Care Consultants are instrumental in managing the member experience for HCF Members to ensure that they always receive a personal and exceptional service over the phone. Working within a contact centre to clear targets, you will be responsible for providing outstanding service to our members and to promote HCF products and services.

You will:

- Engage with members within our quality guidelines with emphasis on empathy and uncommon care
- Communicate effectively to identify and meet member needs with a strong focus on 'First Contact Resolution'
- Resolve any concerns in a seamless customer experience including the appropriate handling of customers in vulnerable circumstances
- Identify and investigate member pain points or complaints
- Manage expectations and aim to provide best possible outcomes for your members
- Commit to upskilling in the future based off needs of the business.

This is a permanent, part time role, working 20 hours a week. Four hour shifts daily, Monday to Friday with hybrid working available.

Contact Centre hours of operation are Monday to Friday 8am to 8pm and Saturday 9am to 5pm.

During training, you are required to work in the office for the first four months from start date. Training is part time for a period of three months in the office. After training, you will transition to a hybrid working model (currently a minimum of two days a week in the office).
- Training will be Monday to Friday from 10am to 2pm
- Training will be facilitated in our Parramatta contact centre
- Once training is complete, you will transition to your team on either a fixed or rotational roster.

About You

Someone who possess a positive, enthusiastic and collaborative work ethic. We pride ourselves on maintaining a positive, fun, and collaborative working culture whilst ensuring we provide our members a professional and efficient service.

To be successful you will demonstrate:

- Outstanding verbal and written communication skills
- An interest in health insurance
- Previous experience in sales or promotion of products and services over the phone
- Solutions focused with a positive and resilient outlook
- Ability to take ownership of KPIs and commitment to meeting targets
- Comfortable with individual set KPIs and targets
- Strong work ethic, taking pride in each and every call.

Interviews will be held in person on Thursday 18 September at our contact centre in Parramatta.

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 2 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 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.

Next steps

to discuss.