Ok, you know the details, now let’s talk more about benefits

• Fully subsidised Gold Hospital Elevate Insurance Cover
• 3 additional wellbeing days off a year (on top of our standard 20 days annual and 10 days personal leave)
• 2 volunteering days per year
• 14 weeks paid parental leave
• Access to corporate discounts across a range of gyms, retail, restaurants, and hotels

(Note: leave entitlements are pro rata. * After probation period)

What you can expect

1. Hybrid working arrangements which is a mix of office based and working from home
2. Personal and professional development opportunities to launch your career
3. Access to a range of corporate discounts which include JB HiFi and other retail outlets, gyms, restaurants, and hotels

About the opportunity?

We are seeking a Member Experience Manager to Manage the overall experience for Members engaging with Queensland Country Health Fund across all touch points and set the standard for Member service, ensuring that service expectations are being met. This role operates in a fast-paced contact centre environment where you will deliver highly relevant information to Members when they request it, in the format of their choice. 

Duties:

• Manage the day to day operations of the Contact Centre, ensuring that service standard are met
• Develop and manage specific survey campaigns to identify and improve areas of opportunity
• Manage external compliance requirements including Medicare Rebates and Private Health Insurance Code of Conduct
• Manage all Member facing information and documentation i.e. forms, guides, templates, content and websites
• Receive and action marketing change requests on behalf of the Health Fund
• Manage the phone system statistics to maximise productivity and performance of the Contact Centre
• Analyse Member databases and liaise with the Marketing department to deliver effective communication across a variety of channels, including social media outlets
• Identify outbound communication opportunities based on segmenting the Member base to ensure the message is tailored to build on Member relationships
• Manage member feedback and identify training requirements to ensure a positive outcome for all parties
• Manage the Member Service Register ensuring it is aligned with internal and external risk and complaints bench marking
• Educate staff and Members on the features, benefits, set up and ongoing use of product and service suite utilising your high level of product and service expertise
• Work closely with the Senior Manager QLD Digital and Technology to ensure that IT systems are capable and utilise the most up to date industry tools
• Create and maintain accurate records in relevant Queensland Country systems
• Assist the Senior Manager Operations QCHF by providing support with staff performance and development

Let’s talk about you

You will need to have solid computer literacy skills, and the ability to be adaptable and resilient – no one conversation is the same and can be challenging!

• Demonstrated experience in managing a Call/Contact Centre or Service Centre
• Demonstrated experience in managing successful teams
• Demonstrated experience in managing customer relationships through multiple touch points
• Previous Health Insurance experience (desired)
• Tertiary qualifications in Business or related field (desired)

Sound good? Let’s get into it - It’s simple and quick! Just click on the “Apply Now" button to complete your application.

At HBF, we don’t just accept differences - we celebrate them, support them, and pride ourselves on an inclusive and diverse workplace for the benefit of our people, our members, and our community. We are an equal opportunity employer and strongly encourage applications from:

• People identifying as an Aboriginal or Torres Strait Islander
• People living with physical disabilities
• People of different ages
• People comfortable with their sexual orientation, gender identity, and expression.

Preferred candidates will be required to provide references, verification of working rights in Australia and a satisfactory National Police Clearance prior to an offer of employment.

All HBF vacancies are managed by our internal Talent Acquisition team. Unsolicited agency applications will be returned without review.