Join an award winning contact centre and provide our members with Uncommon Care.
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 over the phone.
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.
This is a permanent, full time role, working 37.5 hours a week from Monday to Saturday on a 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.
As a Member Care Consultant, 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 our members
Commit to upskilling in the future based off needs of the business
We are seeking candidates who can start on Monday 7 September **** for training.
During training, you are required to work in the office for the first three months from start date.
Training is full time for a period of three months in the office at Parramatta.
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 8:30am 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
You will 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 Tuesday 18 August **** at our contact centre in Parramatta.
About HCF
At HCF, our purpose is to bring our human touch to healthcare.
Since **** 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
Skills
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:
Flexible working arrangements
50% subsidy on HCF hospital and/or extras cover
Family-friendly certified employer
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 cooperative 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 yourequire any adjustmentsto assist you in making your application or during the recruitment or onboarding process, please reach out toTalent Acquisition –****** discuss.
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📌 Member Care Consultant (Sydney)
🏢 Hcf Australia
📍 Sydney