Job Description

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- Build and mature a growing engagement capability across HBCF.
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- Influence service design, stakeholder experience and scheme outcomes.
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- Permanent hybrid role | Kent Street, Sydney | From $202,500 incl. super.
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This is more than a stakeholder engagement leadership role. It's an opportunity to build and shape a growing engagement function that will transform how HBCF connects with builders, homeowners, industry partners and government stakeholders.

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As HBCF continues to strengthen its customer and stakeholder engagement approach, you'll help shape the services, experiences and relationships that support better outcomes across the scheme.

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About the Role

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You'll lead the development of HBCF's engagement capability, building stronger relationships with industry partners, advocacy groups, service providers and government stakeholders.

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The role leads the planning and delivery of stakeholder propositions informed by customer insights across underwriting, education and engagement services, while identifying opportunities to improve customer outcomes.

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Working closely with service providers, regulators and government partners, you will strengthen collaboration, support scheme sustainability and help improve community awareness and capability.

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- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
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- icare day - access to an extra day's leave
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- Comprehensive learning and development supportaligned to icare's Core Capabilities.
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- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
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- Access to our Employee Assistance Program
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What you will do

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As Head of HBCF Engagement, you will:

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- Lead the evolution of HBCF's stakeholder engagement approach, creating experiences that strengthen relationships and improve scheme outcomes.
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- Provide strategic oversight of the HBCF service model, partnering across underwriting, claims, customer support, education and communications to deliver aligned, customer-focused services.
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- Build and maintain trusted relationships with service providers, industry associations, advocacy groups, regulators and government partners to strengthen collaboration and achieve positive scheme outcomes.
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- Lead and develop a high-performing team, fostering an inclusive, customer-focused culture while supporting service delivery and continuous improvement.
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- Develop the insights and performance frameworks that drive smarter decisions and continuous improvement.
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- Shape future service improvements by identifying emerging stakeholder needs, trends and opportunities.
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- Manage portfolio risks, ensure compliance with relevant legislation and contribute to the long-term sustainability of the HBCF scheme.
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- Champion a collaborative,



customer-centric approach that delivers better experiences for homeowners, builders and industry partners.
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What you will bring

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We're looking for someone with:

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- Experience leading engagement, customer experience, proposition or stakeholder functions.
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- Ability to build trusted relationships across industry, government and community stakeholders.
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- Proven experience leading and developing high-performing teams.
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- Robust commercial, strategic and analytical capability.
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- Ability to influence outcomes across complex organisations.
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- Excellent communication and stakeholder management skills.
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- Relevant tertiary qualifications or equivalent experience.
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About the Company

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We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities.Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

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- For more information about icare visit our website
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- icare operates a direct sourcing model so no agency introductions will be accepted
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- We are aCircleBackInitiative Employer - we commit to respond to every applicant
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- A talent pool may be created through this recruitment process.
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Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.

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📌 Head of HBCF Engagement (New South Wales)
🏢 icare NSW
📍 New South Wales