Join an award winning contact centre and provide our members with Uncommon Care.About The RoleOur 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 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 cooperative 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 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 & BenefitsPurpose-driven passionWe're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.Wellness and work-life balanceWe'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 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 inclusivityWe 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 growthWe believe in lifelong learning.
HCF provides opportunities for personal and professional development.
From workshops to mentorship programs, we encourage your growth and curiosity.
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📌 Member Care Consultant (New South Wales)
🏢 Hcf Australia
📍 New South Wales