Member Services Team Leader

About Avant
Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years.
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.
About Doctors’ Health Fund
Doctors’ Health Fund is the leading provider of private health insurance to Doctors throughout Australia. As a part of the Avant Mutual Group, we look after the needs of over 50,000 health care practitioners, students and their families.
We pride ourselves on our personal, expert service and providing extraordinary outcomes for new and existing members. This is a key role within our Sales team, to proactively sell private health insurance over the phone to new customers in the medical field by managing leads though inbound and outbound channels.
Sales Specialists are part of our front-line team and therefore need to be knowledgeable on our product, process, procedures and business rules as well as responsive to members’ needs and expectations. You will work in a supportive team and training will be provided.
This is a permanent, full-time role based in our Sydney team.
About the Role
The Member Services Team Leader is responsible for leading a dedicated team to deliver exceptional service to our members. This role focuses on guiding, supporting, and developing team members to ensure they meet performance targets and adhere to regulatory standards. Key responsibilities include Leadership and Development, Performance Management, Process Improvement, Regulatory Compliance, and Collaboration.
Additionally, Team Leaders serve as the escalation point for complex queries and complaints and play a crucial role in Extended Leadership Team across Doctor’s Health Fund.
**Key Challenges**:

- Coach and lead a team in delivering a high-quality standards in customer service experience for our members
- Being able to adapt quickly in a complex landscape and maintain motivation and morale during high pressure periods.
- Maintain an open mind to influence and drive change and improvements within the team and ultimately for members
- Manage BAU 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 business service level agreements, 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**:
Leadership & Development
- Mentor and develop team members, fostering a positive and productive work environment.
- Be an advocate for our customer charter principles where we commit to being Honest, Expert, Responsive and Easy (H.E.R.E) for our members in the service we provide
- Lead by example in behaviours that support and foster and open team culture while building employee engagement
- Ensure clear and accurate communication is delivered to the team
- 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/off boarding of employees
- Offer one-on-one coaching sessions to help team members develop their skills and achieve their performance goals.
- Develop and oversee performance improvement plans for team members who are not meeting expectations
- Identify training needs based on performance data and ensure team members receive necessary training and development opportunities.
- Conduct formal performance reviews, providing comprehensive evaluations and setting future goals.

Performance Management
- Monitor and manage daily team performance, ensuring service levels and quality standards are met.
- Regularly monitor key performance indicators (KPIs) to track team and individual performance against targets
- Implement structured feedback mechanisms to provide team members with regular and actionable feedback
- Analyse performance data