Team Leader Member Services

**Job no**: 499615

**Work type**: full time

**Location**: Sydney

**Categories**: Management, Operational Excellence, Team Leaders

**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.

**About the Role**

The Member Services Team Leader is tasked with leading the Member Services team to deliver our service promise to members. The role primary purpose is to lead, support, develop and engage the team; identifying process improvements, ensuring regulatory obligations are met, solving problems and managing the day to day performance of the team

Team Leaders are also the escalation point for complex queries and complaints and are a key part of the Sales & Service Leadership Team.

**Key Challenges**:

- Coach and lead a team in delivering a high-quality customer service experience to DHF members
- Delivering Best Practice services whilst balancing the cost and quality of services provided
- Maintain an open mind to influence and drive change and improvements within the team and ultimately for members
- Have day to day oversight 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 service level agreements, APRA, Medicare guidelines and 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**:
Lead the team:

- Lead by example and develop a team of high-performing Member Services agents that support the Avant Values Principle of Purpose, Passion, Courage and Trust, DHF value proposition and culture
- Embrace and propagate the agile way of working in DHF
- Build employee engagement in an open ownership-based culture
- Ensure clear and accurate communication is delivered to the team
- Collaborate with other Team Leaders responsible for member interaction channels such as E5 workflow, HAMBS and OMS Website
- 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 of new employees
- Build understanding of performance metrics and their relationship to the DHF Strategy and Business Plans
- Coach and develop employees to reach their potential through monthly 1:1 meeting and connect agreements
- Provide training opportunities and work alongside MS technical trainer for ongoing training or identifying new training needs
- Complete audit for critical processes in Membership Services to ensure service levels are met
- Adhere and ensure all Non-Negotiable Checklists are completed as set for Member Services
- Partner with the Member Service's Manager and the People and Culture team to manage poor performance

Drive superior, expert and personal customer service:

- Manage the day to day operations of the Member Services team across multiple channels, e.g.; telephone, e5 workflow, HAMBS, and website OMS
- Support ongoing technical training and development of agents including Senior MSO's
- Utilise insights from surveys, feedback and other sources to deliver an expert and personal service
- Co-ordinate the delivery of high quality, accurate information to members
- Drive quality assurance and review samples of staff tasks and interactions
- Review and deliver initiatives with key stakeholders that enhance the member experience
- Promote a whole approach to first call resolution and customer satisfaction

Identify and deliver improvements:

- Identify and implement solutions on issues, including process, procedures, and systems improvements
- Identify opportunities and deliver feedback on personal knowledge or performance gaps
- Provide constructive feedback to team members to enable performance improvement
- Communicate and collaborate with team members about, and transition them through change
- Encourage team members to participate in projects and collaboration session

Risk and Compliance management across all member processes:

- Monitor potential gaps and risks within the MS portfolio of responsibilities and ensure correct and efficient controls are in place and followed
- Drive risk and fraud awareness within the team
- Conduct regular reviews of all member processes to meet compliance obl