Our Company
At Police Health, our purpose is to be a trusted partner in providing peace of mind and support for the health and wellbeing of our members.
We are a not-for-profit, member focused, national health fund based in SA with our office located in the Adelaide CBD.
Founded in ****, we have a long history of providing high quality and excellent value private health insurance exclusively, for our Police communities and their families.
Our people are central to everything we do.
We foster a positive, flexible and inclusive workplace where collaboration, growth and wellbeing are genuinely supported.
We value integrity, courage, curiosity and care, and we're proud of a culture where people look out for one another and enjoy what they do.
The Role
We're looking for an experienced and people-focused Member Services Centre Team Leader to lead and motivate a high-performing, member-centric customer service team.
Working within our multi-channel contact centre of approximately 20 staff, you will partner closely with another Team Leader to support, develop and inspire a team of 8 –10 Member Service Centre employees.
This is an exciting opportunity to influence team performance, enhance member experiences and contribute to the ongoing growth and success of Police Health.
Key Responsibilities
Lead, coach and support a team to deliver exceptional service and accurate advice to members.
Foster a high-performance culture through mentoring, coaching and effective performance management.
Provide real time service leadership across the centre
Support the development and delivery of training and capability-building initiatives.
Manage and resolve member complaints and escalations in a professional and timely manner.
Participate in workforce planning activities to ensure service levels and operational requirements are met.
About You
You're an experienced leader with a passion for developing people,



delivering outstanding customer service and driving team performance.
You thrive in a fast-paced environment, lead by example and build strong, engaged teams that consistently achieve results.
The ideal candidate will have significant team leadership experience, preferably within private health insurance, general insurance, banking or another highly regulated industry where customer service operations, procedures and reporting are critical to success.
You will bring a proactive and positive approach to delivering performance, with a demonstrated track record of successfully engaging, motivating and developing teams.
You'll bring:
Demonstrated experience leading, coaching and developing customer service teams to achieve strong performance and customer outcomes.
Proven ability to build team capability, foster engagement and deliver exceptional member and customer experiences.
Strong coaching, mentoring and performance management skills.
Excellent communication and interpersonal skills, with the ability to build effective stakeholder relationships.
Experience identifying opportunities to improve the employee experience by addressing system, process and psychosocial challenges.
Strong problem-solving skills and the ability to effectively manage member complaints and escalations.
A proactive, positive and collaborative approach to leadership.
The ability to motivate, engage and develop individuals to achieve team and organisational goals.
Desirable:
Experience working in the private health insurance, general insurance,



banking or another highly regulated industry.
Experience working in a contact centre, member services or similar customer service environment.
Appointment to this role is subject to the successful completion of a National Police Check on commencement and every three years thereafter, as well as confirmation of Australian work rights.
Why Join Us?
You'll be part of a purpose‐driven, not‐for‐profit organisation where the work you do genuinely makes a difference to members' health and wellbeing.
We offer a supportive and values‐led workplace where collaboration, care and integrity are genuinely lived every day.
The Benefits
Our people value work-life balance and we can not only enable hybrid working once you're settled into your role, but also offer a monthly day off arrangement.
In addition to competitive remuneration, we offer benefits such as an attractive Police Health Ltd health insurance subsidy, EAP, subsided uniform, superannuation salary sacrificing, motor vehicle leasing and varied yearly health & wellbeing initiatives.
This role will also have access to learning and professional development opportunities to further your skills and knowledge.
Ready to make an impact?
Apply now and help us continue to elevate our members, inspire our people and enhance our performance.
To Apply
Please address your Resume and a Cover Letter outlining your interest and suitability, to Francesca Garrick, Member Services Centre Manager, by clicking on the 'Apply' tab.
For more information, please contact our People & Culture team via email:******
As this position is vacant, we are looking to undertake interviews as applications are submitted.
So, don't delay if you are wanting to join our team.
Police Health may close this advertisement early if a suitable candidate is identified before the listed closing date.

📌 Member Services Centre Team Leader (Adelaide)
🏢 Police Health & Emergency Services Health
📍 Adelaide