Team Leader

About the Role

As the Member Services Team Leader, you will be accountable for effectively leading, coaching, developing and motivating a diverse contact centre team located in the Sydney CBD. 

Your role will be to ensure effective and efficient customer service is provided to all RT Health members; and to maximise call opportunities to promote RT Health products and services and achieve individual, team and contact centre KPIs. You will lead a team of 12+ and report to the Member Services Manager. 

This is a full time, contract role for two years. Hours are 8:30am to 5pm, Monday to Friday with hybrid working available. You will be required to work in the office three days a week.

Responsibilities:

•    Conduct regular one on ones, as well as yearly performance appraisals with team members focusing on their current performance and coaching them to achieve individual and team goals.

•    Use Contact Centre Technology to manage, monitor, evaluate and provide feedback on team members' and group performance.

•    Effectively communicate to the team new developments/processes and where possible explain reasons why changes/decisions have been made.

•    Develop and maintain a team culture that facilitates continual improvement.

•    Provide timely feedback to the relevant individual/department impacting the customer experience

•    Accept all member escalations; demonstrate professionalism in assisting the member.

•    Regularly review calls to monitor quality and ensure RT Health service level standards are adhered to

•    Maintain a thorough knowledge of products and procedures.

•    Ensure all team, department and business changes are embraced and managed effectively.

About You

You are adaptable and have strong people management skills.  You will have previous experience in a similar role, preferably in a contact centre or customer service environment.

To be successful, you will have:

•    Proven track record of leading and managing teams, achieving performance targets, and driving results

•    Excellent interpersonal and communication skills, with the ability to effectively engage and motivate team members

•    Strong problem-solving and decision-making abilities, with a focus on providing efficient and effective solutions

•    A desire to learn and develop, and coach others

•    High degree of computer literacy – MS Office: Excel, PowerPoint 
 

About RT Health
 

At RT Heath, we're all about community. It's the reason we were founded back in 1889 and it's why we're still here today supporting more than 48,000 hardworking Aussies across the rail, transport and energy industries. Australia's first registered health fund and proudly not for profit, we've spent 130+ years supporting our members with great value health cover and a level of care that we're known for. We're now a proud division of HCF, Australia's largest not-for-profit health fund but we remain focused on our commitment to support hardworking men, women and families on their health journeys.

Our members come first. Always.
 

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 and provide opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition –  to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.