Member Care Advocate

*Successful applicants must be available to commence on 4 August 2025*

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

About the role

We're expanding our contact centre team to meet the needs of our growing member base.

Our Member Care contact centre supports members with a range of health insurance enquiries relating to product, payments, and general enquiries.

As a Member Care Advocate:

• You will use your strong customer service skills, contact centre experience and ability to navigate multiple systems to deliver an outstanding member experience.
• We value your ability to successfully resolve Member enquiries whilst delivering an exceptional member experience and first call resolution
• You will be guided through an in-depth training program, as well as ongoing support post training as your learning continues.
• You will be given the tools you need along with appropriate support structures to be successful and to leave your mark

About you

• Enthusiasm: We're not just looking for experience; we value drive, dedication, and a genuine passion for helping members.
• Communication skills: Your ability to connect with people, listen to understand, display empathy, and efficiently solve problems are paramount.
• Technical Savviness: Whilst you will be trained on our systems, you will need to be confident learning new technology platforms, navigate multiple systems, and simultaneously deliver an exceptional member experience.
• Team Spirit: We value reliability, professionalism, and a collaborative mindset. Our best successes come from everyone working together.

Requirements

• You will have 12 months' relevant customer service experience in a contact centre or a customer service-related environment and be familiar with service-related Key Performance Indicators.
• You will be working Monday – Friday on a rotating roster from 8.30am to 8.00pm (6.00pm latest finish when working in the office).
• To ensure you have the best possible training and support to help you succeed, this position requires your physical presence on a full-time basis at our St Kilda Road Office for your first three months and upon successful assessment you can take advantage of our Hybrid Ways of Working.

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 recognize 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 assessment centre.

The expected start date for successful applicants is 4 August 2025.