Make a real impact – one conversation at a time
We’re on the lookout for someone who knows how to bring out the best in others. Someone who’s passionate about people, thrives in a fast-paced environment, and loves being the go-to for coaching and support. This is an opportunity to be part of a team that genuinely cares about our members and each other.

As a Member Experience Coach, you’ll be the engine behind an engaged, high-performing team. Here’s what your week might look like;

• Coach team members so they can have meaningful, empathetic conversations with our members
• Give helpful feedback that builds confidence and performance
• Create action plans to help staff grow
• Monitor call compliance and quality – and celebrate wins!
• Help roll out fun and focused coaching sessions
• Work closely with the Member Experience Manager to lift our service to new heights

This role is based in our Townsville Contact Centre with a mix of office and work from home.

Let’s Talk About You

• You love people – whether it’s leading, mentoring, or cheering someone on
• You’re tech-savvy and quick to pick up new systems
• You’re resilient and adaptable – no two member calls are ever the same!
• You bring energy, positivity, and a team-first mindset

You’ll receive dynamic training to set you up for success and ongoing career development opportunities – we want to help you grow.

Why work with us?

• Fully subsidised Gold Hospital Insurance Cover for you and your family
• Flexible working and Work from home options (part time and full time available)
• 3 additional well-being days off a year (on top of our standard 20 days annual and 10 days personal leave)
• 2 volunteering days per year
• 18 weeks paid parental leave
• Access to corporate discounts across a range of gyms, retail, restaurants, and hotels

Next steps
To apply, click “Apply Now" button to complete your application attaching a copy of your resume that outlines your skills and experience.

At HBF, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. HBF is a place of belonging. We are proud of who we are, and we encourage applications from diverse groups such as Indigenous and Torres Strait Islander people, physical ability, age, sexual orientation, gender identity or expression and family background, including caring responsibilities.