Claims Advocate Leader

About the role

As a Claims Advocate Leader, you will play a pivotal role in leading and motivating a high-performing team within the Defence Health contact centre. This full-time permanent position, based in our Melbourne office, will see you driving excellence in customer service.

Key responsibilities include:

• Consistently achieve excellence in leadership and management to create a highly engaged, and high performing team.
• Ensure your team is aligned to Defence Health's purpose and delivers against our strategy and values.
• Engage and lead your team to deliver an exceptional member experience every time.
• Drive for a strong, quality employee experience through timely, meaningful and consistent staff coaching, management and development.

• Mobilise and lead your team to deliver operational efficiency and process optimisation.

About you

You are a confident and experienced leader who thrives on bringing out the best in others. You're passionate about coaching and developing people to achieve both individual and team success. Your leadership approach is inclusive, values-driven, and focused on empowering your team to deliver exceptional service to our members every day.

You bring:

• Proven experience leading and motivating high-performing teams, ideally in a contact centre or service environment
• A natural ability to inspire, guide and develop others through coaching, feedback and support
• Strong communication skills with the ability to build trust and influence at all levels
• A commitment to delivering outstanding member experiences through team excellence
• Ability to navigate change and leading teams through evolving environments
• Excellent planning and organisational skills to manage competing priorities and resources
• A solution-oriented mindset with sound decision-making and problem-solving abilities
• A passion for team engagement, collaboration, and continuous improvement
• A leadership presence that champions culture, drives performance, and aligns with Defence Health's purpose and values

About us

At Defence Health, we're united in our purpose to protect the health of those who protect our country. We're here to support the families of serving ADF members, ex-serving ADF and Reservists, plus the wider Defence community, to manage their health care. As a not-for-profit fund we are for our members, not shareholders.

In the Defence Health family our values define us. We live by our values of trust, respect, ownership, excellence, and community. They underpin our inclusive workplace, where we celebrate the diversity each of us brings to work every day. A workplace where we feel valued and recognised for our achievements, unique perspectives, and talents. A place where we're all encouraged to excel.

Our promise to our own people is the same as our promise to members. We look after our own.

Find out more at

Why choose Defence Health

• Dynamic Environment: Immerse yourself an evolving, member centric and energetic company with strong values
• Career Opportunities: Initiative, high performance, and commitment is recognised with opportunities through career progression
• Prime Location: Our office is located on St Kilda Road with great access to public transport and local amenities
• Make an impact: let your work do the talking
• Purpose-driven organisation: our purpose to protect the health of those who protect our country.
• Competitive remuneration
• Health and wellbeing initiatives: Access to discounted gym memberships and additional wellbeing day each year
• Free top tier health insurance for you and your immediate family valued at approx. $6,000 per year

If this sounds like you - this is a fantastic opportunity to join a company that offers a high engagement, vibrant and inclusive culture where you and your career can thrive.

Veterans and their families are encouraged to apply. We recognise and value your skills, commitment and unique experiences.

Apply now for the next rewarding step in your career.

Recruitment process and start date

Shortlisted candidates will be invited to attend an in-person interview. We are looking for a start date as soon as possible.