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Contact Centre Team Leader

3 months ago

Parramatta, Australia HCF - Member Service Full time

About the role

HCF's award winning contact centre team play a multifaceted role in providing HCF members and potential members with exceptional customer service whilst meeting business objectives.

As the Team Leader for the Inbound team, you will be accountable for effectively leading, coaching, developing and motivating an Inbound Contact Centre team. You will achieve job satisfaction by nurturing the team to hit their individual, team and contact centre KPIs.

This is a fixed term contract for 12 months (with views to become permanent), based at our Parramatta contact centre. This is a hybrid role, working Monday to Friday.

Responsibilities:

  • Conduct regular one on ones with team members focusing on their current performance and coaching them to achieve individual and team goals.
  • Manage, monitor, evaluate and provide feedback on team members' and group performance.
  • Develop and maintain a team culture that facilitates continual improvement.
  • Accept all member escalations; demonstrate professionalism in assisting the member.
  • Regularly review calls to monitor quality and ensure service level standards are adhered to.

About You

You will have previous experience as a Team Leader within a contact centre environment, ideally in health insurance. You will be positive and engaging and have a hands-on attitude.

  • 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.
  • Demonstrated commitment to delivering first-class customer service.
  • Proven high level of organisational ability and time management.
  • Proven analytical and problem solving ability.
  • Ability and desire to learn and develop others.

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 over 1.9 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 2025 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
At HCF, 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 – vacancy@hcf.com.au 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.