Customer Service & Sales Manager

HCF Australia; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Insurance subsidy

Parental leave

Mental health & wellbeing programs

Product discounts

Job summary

HCF Australia is seeking a Branch Manager in Melbourne to lead branch performance, drive member acquisition and provide exceptional service. You will coach staff, manage operations, and oversee budgets while delivering strong sales results in a dynamic environment.

The role involves engaging with local businesses and the community, coordinating external activities, and ensuring a high standard of customer care. Weekend shifts are required with additional pay.

Qualifications

• Proven experience leading and developing teams.
• Ability to coach staff in customer service and product knowledge.
• Strong planning, budgeting and scheduling skills.

Responsibilities

• Develop membership growth strategies for health, life and overseas insurance sales budgets.
• Lead external acquisition activities and local area marketing.
• Resolve member inquiries and complaints to satisfaction.
• Ensure adequate resourcing and maintain high customer service levels.
• Provide regular feedback and coaching to staff.
• Manage branch operations within budget and policy adherence.
• Propose improvements to sales workflows.

Skills

Leadership

Coaching

Customer service

Sales

MS Office

Tools

MS Office

Outlook

Teams

Job description

Competitive salary & bi-annual incentive

As a Branch Manager at HCF, you will be responsible for planning, directing, and controlling the business development of the branch. Your focus will be on acquiring and servicing all members who visit the branch, as well as during external activities and events.

You will develop, coach, and lead branch staff in customer service, product knowledge, and acquisition skills. Additionally, you will manage customer service, branch operating systems, administration, and business quality to agreed levels, while exceeding acquisition goals and operating within the expense budget.

You will also be required to work 1 - 2 Saturday's per month from 10am - 2pm, with additional pay provided for these shifts.

Mandarin language skills are highly desirable, as they will be a valuable asset in supporting our diverse community.

Training

Please note there will be one week of training in our Head Office in Sydney CBD (commencing 30th November) with travel and accommodation arranged in advance. This training has been designed to help support you and your transition into this role. You will also be provided with consistent, ongoing coaching and support to help you succeed and build confidence.

Flexibility

We offer one Family & Friends day and 3 additional flexible leave days each year, giving you more freedom to recharge, manage personal commitments, and maintain a healthy work-life balance.

Responsibilities

• Develop membership growth strategies to achieve Health Insurance, Life Insurance and Overseas insurance product sales budgets
• Engage in external acquisition-focused activities, including local area marketing and corporate client activities.
• Drive first point resolution to member enquiries and resolve member complaints to satisfaction.
• Ensure branch resourcing aligns with member servicing requirements and deliver high customer service levels.
• Develop and maintain a highly engaged team, providing regular feedback and coaching.
• Manage branch operations within the expense budget and ensure adherence to policies and procedures.
• Propose improvements to sales, workflow, or distribution.

About You

• Ability to adapt positively to frequently changing work practices and needs.
• Demonstrated experience in leading, motivating, and developing employees.
• Ability to meet individual/team and departmental deadlines.
• Positive and motivated personality with the ability to relate to people at all levels.
• Intermediate to advanced computer skills (MS Office, Outlook, Teams).
• Ability to work in a team environment and exercise developed judgment when solving problems.
• Ability to remain calm under pressure and perform tasks on a timely basis with minimal supervision.
• Mindset of running the branch like your own business.
• Build and maintain strong relationships with local businesses, community groups, and key stakeholders to grow HCF's profile and generate new opportunities.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover over 1.9 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

Purpose-driven passion. We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance. We'll 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 HCF's 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 socio-economic 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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

For 90 years, our members have trusted us to protect their health and wellbeing, and in return we’ve provided quality cover and healthcare that’s right for them.

Because as Australia’s largest not-for-profit health fund, we believe in delivering our members a level of care that’s uncommon.

From humble beginnings in 1932, we’ve grown to become the nation’s largest not-for-profit health fund, helping to protect the health and wellbeing of over 1.8 million Australians with health, life, travel or pet insurance. And we remain constant to our not-for-profit charter, continuing to provide the highest standard of healthcare while returning more benefits to our members.

For 90 years, our members have trusted us to protect their health and wellbeing, and in return we’ve provided quality cover and healthcare that’s right for them.

Because as Australia’s largest not-for-profit health fund, we believe in delivering our members a level of care that’s uncommon.

From humble beginnings in 1932, we’ve grown to become the nation’s largest not-for-profit health fund, helping to protect the health and wellbeing of over 1.8 million Australians with health, life, travel or pet insurance. And we remain constant to our not-for-profit charter, continuing to provide the highest standard of healthcare while returning more benefits to our members.

Perks and benefits

Discount on Insurance Products Paid parental leave for all genders Additional leave day Mental Health & Wellbeing Programs Study Assistance to support your development

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