Customer Care Consultant

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. 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 over the phone.

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, full time role, working 37.5 hours a week from Monday to Saturday on a fixed or rotational roster with hybrid working available (after training). 

Contact Centre hours of operation are Monday to Friday 8am to 8pm and Saturday 9am to 1pm.  

We are seeking candidates who can start on Monday 10 November 2025 for training.

During training, you are required to work in the office for the first four months from start date. Training is full 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 8:45am to 5pm

•    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 and understanding of private health insurance 

•    Previous experience in sales or promotion of products and services

•    Solutions focused with a positive and resilient outlook

•    Ability to take ownership of KPIs and commitment to meeting set targets

•    Comfortable with set KPIs and targets 

•    Strong work ethic, taking pride in each and every phone call

Interviews will be held in person on Thursday 9 October 2025 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

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.