Retention Customer Care Consultant

• Permanent, full time - 38 hours/week
• $57, 470 base + super + shift loading
• Multiple vacancies for rotating shifts between 8am and 6pm Monday to Friday.

The Role

The Retention Customer Care Consultant is responsible for maximising outbound and inbound call opportunities to promote HCF Group products and services as they save existing HCF members who have indicated they wish to cancel and win back members who have left the fund. The Retention Customer Care Consultant is required to manage member issues and price, product or claim related concerns.

You will:

• make outbound calls to members who have cancelled or indicated they wish to cancel their membership with the aim of winning them back to HCF
• handle all member enquiries which may include membership applications, claim requests and cancellation calls and competitor comparisons
• provide answers to any enquiries in a clear non technical manner
• deliver against the call quality guidelines which includes rapport building, effective needs analysis, complaint/objection handling, solution focused
• deliver First Call Resolutions and endeavour to resolve any issue first time with the aim of retaining the member
• provide outstanding customer service ensuring each member feels they are important and have been fairly dealt with.

We are seeking candidates who would be able to start on Monday 13 May 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 contact centre
• after training is complete, you will transition to a rotating 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) 

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: 

• strong commitment to providing outstanding customer service
• previous experience in a contact centre is desirable
• desire and commitment to work within a team dedicated to achieving team and individual performance objectives with a key focus on retention
• strong understanding and knowledge of company and competitor products and services
• a positive attitude and willingness to embrace change
• basic to intermediate computer skills – MS Office, Outlook

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 1.9 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 2025 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
At HCF, we’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:

• 50% subsidy on HCF hospital and/or extras cover
• 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 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.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – *******@hcf.com.au 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.