Member Care Consultant

Customer Care Consultant – inbound contact centre

• Permanent, full time - 38 hours/week
• Parramatta, NSW (hybrid working available)
• $57, 470 base + super + shift loading (18% rotational or 9.5% fixed loading)
• Multiple vacancies with rotating and fixed shift times available.

The Role: 

Our Customer Care Consultants are instrumental in managing the customer experience for HCF Members to ensure that they always receive a personal and exceptional service. Working within a call centre to clear targets, you will be responsible for providing outstanding service to our members and to promote HCF products and services. 

You will:

• engage with customers with interest and empathy
• communicate effectively to identify customers needs
• 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 your customers

Contact centre hours of operation are Monday to Friday 8am to 8pm and Saturday 9am to 5pm.  

We are seeking candidates who would be able to start on Monday 11th March 2024.

Training: 

Please note that training will be for a period of 3 months. See details below: 

• 5 days a week, Monday to Friday
• During the training period, shift time is 8:45am – 5pm
• Training will be facilitated in our new Parramatta call centre.
• After training is complete, you will transition to the chosen rotating / fixed shift pattern. 

You are required to work in the office for the first 4 months from start date, after which you will transition to a hybrid working model (minimum 2 days in the office) 

About You: 

Someone who 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 in Health Insurance 
• Previous experience in promotion of products and services. 
• Solutions focused with a positive and resilient outlook
• Ability of handling and owning those challenging calls
• Comfortable with set KPIs and targets 
• Strong work ethic, taking pride in each and every call

Culture & Benefits 

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your own wellbeing journey, so that you can be at your best. This includes: 

• 50% subsidy on HCF Private Health Insurance 
• A 12 week Training Program
• Upskill Learning & Career Development
• 18 weeks Parental Leave for all new parents 
• Mental Health & Wellbeing programs 
• Discounts to HCF’s entire suite of products; Life, Pet and Travel Insurances 

Growing your career at HCF is a priority for us. We fill approximately 40% of our roles internally!!

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

At HCF, we are dedicated to fostering an inclusive and collaborative work environment that upholds our core values. We look for the human in each other and use that to guide what we do and how we do it.  HCF takes pride in our diverse workforce and inclusive workplace culture, and we celebrate the richness of perspectives brought by individuals with different backgrounds and experiences, including age, ethnicity, cultural or spiritual background, gender identity, disability, education, and socio-economic status.    

All suitably qualified applicants will receive fair and equitable consideration for employment. If you require any adjustments to assist you in making your application or throughout the selection or onboarding process, please reach out to vacancy@hcf.com.au and we will make every effort to assist you.