About The RoleJoin an award winning contact centre and provide our members with Uncommon Care.The 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.Engage with members within our quality guidelines with emphasis on empathy and uncommon careCommunicate 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 circumstancesIdentify and investigate member pain points or complaintsManage expectations and aim to provide best possible outcomes for our membersCommit to upskilling in the future based off needs of the businessWe 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 5pmTraining will be facilitated in our Parramatta contact centreOnce training is complete, you will transition to your team on either a fixed or rotational roster.About YouYou will possess a positive, enthusiastic and collaborative work ethic.
We pride ourselves on maintaining a positive, fun,



and cooperative working culture whilst ensuring we provide our members a professional and efficient service.
To be successful you will demonstrate:Outstanding verbal and written communication skillsAn interest and understanding of private health insurancePrevious experience in sales or promotion of products and servicesSolutions focused with a positive and resilient outlookAbility to take ownership of KPIs and commitment to meeting set targetsComfortable with set KPIs and targetsStrong work ethic, taking pride in each and every phone callInterviews will be held in person on Tuesday 18 August **** at our contact centre in Parramatta.About HCFAt 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 & BenefitsFlexible working arrangements50% subsidy on HCF hospital and/or extras coverFamily-friendly certified employer18 weeks of parental leave for all new parentsMental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and moreDiscounts 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 stepsIf 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.
At HCF, we want our people to feel supported and empowered to be their best self at work.
We create a flexible, inclusive, family-friendly culture so our employees are inspired and motivated to achieve the best for themselves and our members.Our purpose is to bring a human touch to every part of the healthcare system, in big ways and small.
Our values inform the way we do things.
They help us build the culture we need to realise our purpose.
Our values are to: Step Forward Get There Together Make it Better Stay Human Walk in Their Shoes.
We've invested in our people and teams to ensure they're equipped to reach their career goals.
We help team members expand their skill sets and develop personally through various internal and external courses, as well as broaden their on-the-job experience through transfers, secondments or promotions.
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📌 Member Care Consultant (New South Wales)
🏢 The Hospitals Contribution Fund Of Australia
📍 New South Wales