Team Leader Member Contact Centre

HBF Employee Benefits

• FREE Corporate Gold Hospital Insurance (for you and your family)
• 3 additional wellbeing days off a year (on top of our standard 20 days annual leave and 10 days personal leave) pro rata
• 2 volunteering days per year
• 18 weeks paid parental leave
• Access to corporate discounts across a range of gyms retail restaurants and hotels
• Hybrid working arrangements available

The Opportunity

Are you an experienced people leader who thrives on delivering outstanding member experiences HBF is seeking a Team Leader to join our Member Contact Centre where youll play a key role in leading an inbound team supporting members across phone chat and email channels.

In this role youll be responsible for creating a highperforming engaged team that consistently delivers exceptional service. Youll drive member satisfaction and firstcontact resolution through strong leadership effective coaching and a clear focus on quality productivity and performance. Just as importantly youll help foster a positive inclusive team culture where people feel supported to do their best work.

This opportunity is available in Brisbane.

Key Responsibilities

• Lead a team to deliver exceptional service levels and achieve member satisfaction targets.
• Coach and mentor team members to create a high-performing and culturally aligned workforce.
• Develop quality measurement systems to track and monitor service levels.
• Oversee the telephony platform to manage queues and SLAs.
• Participate in projects and operational changes ensuring effective stakeholder engagement and risk management.

About You

• Proven frontline leadership experience within a customer service or contact centre environment (minimum 3 years with 5 years desirable)
• Demonstrated passion for coaching developing and engaging frontline teams
• Experience working in a fastpaced omnichannel or multichannel environment including phone chat/messenger and social or digital channels
• Strong understanding of risk compliance and quality with experience operating in highly regulated or riskaverse environments(Financial Services experience highly regarded)
• A strong customer service background with the ability to balance member outcomes commercial expectations and compliance obligations
• Confidence managing performance change and competing priorities in a dynamic environment

How to Apply

To apply click on the Apply Now button to complete your application and send through a copy of your CV outlining how your skills and experience meet the requirements of this role.

Our recruitment and selection process includes a variety of assessment methods including reference checks National Police Clearance and verification of working rights in Australia.

Inclusion and Accessibility
At HBF we believe in the potential of every individual. Were committed to creating an inclusive workplace where diverse perspectives are celebrated because they make us stronger. We encourage applications from everyone including Aboriginal and Torres Strait Islander peoples people with disabilities and members of the LGBTQIA community including transgender and gender-diverse applicants.

We want you to Be You Be Bold and feel supported every step of the way. If you require any adjustments or alternative formats during the recruitment process please contact us at .

To learn more about our commitments visit: Community Initiatives HBF Health Insurance