Member Experience Consultant

HBF Health; Perth; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Paid training program

Health insurance for you and family

Wellbeing days

Volunteering days

Parental leave (18 weeks)

Job summary

HBF Health is seeking a Member Experience Consultant to be the first point of contact for members via phone, email and chat. You will identify needs and recommend suitable health cover products, supporting members through life moments with empathy and clear guidance.

The role sits in a vibrant contact centre, with hybrid working from our Perth CBD office and two work‑from‑home days after probation, plus a comprehensive benefits package and paid training.

Qualifications

• Strong customer service focus and ability to handle inquiries via phone, email and chat.
• Comfortable working in a contact centre environment and using CRM tools.

Responsibilities

• Serve as the first point of contact for member queries via phone, email and chat.
• Identify member needs and recommend appropriate health cover products.
• Support members through life moments and provide empathetic, solution‑oriented assistance.

Skills

Customer service mindset

Empathy and communication

Computer literacy

Multi‑channel support (phone, email, &

Tools

CRM software

Job description

FREE Gold Standard Hospital insurancefor you + your family

Hybrid working – based at our central Perth CBD office plus2 work from home days after 3-month probation completed

3 wellbeing days off a year on top of our standard 20 days annual leave

2 volunteering days per year

18 weeks paid parental leave

Access to corporate discounts across a range of gyms, retail, restaurants, and hotels

As a Member Experience Consultant at HBF, you’ll be there in the moments that matter to our members. You will operate in a vibrant contact centre environment as the first point of contact for new and existing member queries through phone, email and chat, identifying their needs and recommending the right products.

You will be there for our members in a wide range of life moments, from welcoming a new baby into the world to supporting a loved one through life-critical medical treatment, as they reach out to better understand their health cover.

What Our Team Says About Working at HBF

“I love working at HBF! I feel comfortable with the job security and I like that we are given opportunities. I feel good about helping people and I’m proud to work for HBF.”

"HBF has been supportive with my personal life and family needs in balancing my work-life with home life.”

Let’s Talk About You
Are you a team player with a natural ability to communicate empathetically and deliver member-focused solutions? Do you take pride in your work and possess a genuine curiosity for finding innovative ways to achieve exceptional outcomes that positively impact our members and the broader community.

We are seeking individuals with a strong customer service focus and solid computer literacy skills. Whether your customer service experience is in retail, hospitality or you’re looking to return to the workforce and are adaptable and resilient we would love to hear from you!

Shortlisted candidates will be invited to attend an assessment centre during the week commencing 21st September 2026.

After the assessment centre, next steps include reference checks, psychometric assessment and a national police clearance. If you are successful, you will undertake our bespoke fully paid training program to give you the tools you need to support our members the HBF way, with a commencement date of Monday, 2nd November 2026.

Inclusion and Accessibility
At HBF, we believe in the potential of every individual. We’re 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*******@hbf.com.au.

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