Member Care Consultant

About The Role

Our Member Care Consultants are instrumental in managing the member experience for HCF Members to ensure that they always receive a personal and exceptional service. 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.
You will:
Engage with members within our quality guidelines with emphasis on empathy and uncommon care
Communicate 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 circumstances
Identify and investigate member pain points or complaints
Manage expectations and aim to provide best possible outcomes for your members
Commit to upskilling in the future based off needs of the business

This is a full time permanent role working 37.5 hours week on a rotational roster with hybrid working available. 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 30 June 2025.

Interviews will be held in person on Tuesday 3 June at Parramatta.

You are required to work in the office for the first 4 months from start date. Training is full time for a period of 3 months in the office. After training you will transition to a hybrid working model (currently a minimum of 2 days a week in the office).
Training will be Monday to Friday from 8:45am to 5pm
Training will be facilitated in our Parramatta contact centre
Once training is complete you will transition to your team on either a fixed or rotational roster.

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 to take ownership of KPIs and commitment to meeting them
Comfortable with set KPIs and targets
Strong work ethic taking pride in each and every call

About HCF

At HCF our purpose is to bring our human touch to healthcare. Since 1932 weve been putting our members and their health first. As Australias largest notforprofit 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 & Benefits

Purposedriven passion
Were united by a common purpose: to make healthcare affordable understandable high quality and memberfocused.

Wellness and worklife balance
Well 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 HCFs 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 socioeconomic 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 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 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.