Contact Centre Service Manager

Whyyoulllove working at HBF

• Fully subsidised Gold Hospital Insurance Cover

• Flexible working and work from home options

• 3additionalwellbeing days each year (on top of our standard 20 days annual and 10 days personal leave)

• 2 volunteering days per year

• Access to corporate discounts across a range of gyms retailrestaurantsand hotels

As theContact Centre Service Manageryoulllead a large east coast based multichannel team to deliver empathetic highquality member service uplift operational performance and prepare our people for a future where technologyAIand humanexpertisework handinhand.

You will shape the service experience for thousands of members every day across phone webchatemailand our Hospital Eligibility line while also owning national service domains that influence how every frontline consultant across Australia delivers support.

About the role
Customer Service:Youlllead omnichannel service delivery that lifts firstpoint resolution strengthens member experience and continuously adapts tonew technologyinsightsand regulatory shifts.
Domain & Process:Youllownand improve national service domainsfrom telephony and AI to QA BCP and CRM ensuring consistencyclarityand uplift across both regions.

Operational Excellence:Youlldrive a needsbased service culture sharpen crosssell and referral processes and ensure performance reporting enables smarter more seamless member outcomes.
Culture & Leadership:Youllset the tone for a highperformance growthoriented team by coaching leaders buildingcapabilityand fostering collaborationengagementand continuous support your teams to thrive ensuring clear expectations strong induction meaningfulcoachingand a safe compliant hightrust workplace.
Risk & Compliance:Youllembed strong risk practices across the service teams ensuring regulatory obligations are met and that issuescontrolsand actions are handled with discipline and ownership.

About you
Youre the kind of leader who thrives in a fastmoving contact centre environment someone who genuinely cares about the experience members have and the experience your teams have delivering timeleading large service teams ideally in insurance or another complex regulated environment andyouvedeveloped a strong instinct for what great service looks like and how to operationalise it.

Yourecomfortable navigating omnichannel environmentsincluding telephony routing CRM platforms and AIenabled toolsand you understand the moving parts behind with accountabilityset clear expectationsandcoach thoughtfullycreatinga culture where performance development and wellbeing sit side by side.

Youreconfident stepping into ambiguity solving problems thatdonthave obvious answers and turning strategy into clear simple operational plans your teams can rally behindconsistently looking for ways to make things better for members staffand HBF.

Next Steps
To apply click on the Apply Now button to complete your application and send through a copy of your CV outlining your skills and experience in relation to this role.

At HBF we believe in the unique potential of every to building an inclusive workplace where diverse perspectives are valued and celebratedbecause they make us stronger.

Weencourageapplications from all backgrounds including Aboriginal and Torres Strait Islander peoples people with disabilities and members of the LGBTQIA community.

We want you to Be You Be Bold and feel supported every step of the way. If you need any adjustments during the recruitment process please contact us atso we can work together to accommodate your needs.