Member Experience Consultant

HBF; Western Australia; Hybrid; AUD 62,000 - 76,000; Full time

Benefits offered by this job

Wellbeing days off

Annual leave 20 days

Volunteering days

Parental leave 18 weeks

Gold Standard Hospital insurance

Hybrid work arrangement

Corporate discounts

Job summary

HBF is seeking a Member Experience Consultant in Australia. You’ll be the first point of contact for new and existing members via phone, email and chat, identifying needs and recommending the right health cover products in a vibrant call center.

The role involves guiding members through life moments from welcoming a baby to medical treatment, with hybrid working from our central CBD office plus two work-from-home days after probation. Commencement from 2 November 2026.

Qualifications

• Strong customer service focus.
• Solid computer literacy skills.
• Experience in retail, hospitality or returning to the workforce is valued.

Responsibilities

• First point of contact for member queries via phone, email and chat.
• Identify member needs and recommend the right health cover products.
• Guide members through life moments from welcoming a new baby to handling medical treatment with health cover guidance.

Skills

Customer service

Communication

Computer literacy

Empathy

Job description

Job Description

Salary from 69K + Super + Fully subsidised Gold Standard Hospital insurance Hybrid working - Based from our central CBD office plus 2 work from home days after 3-month probation completed.

• 3 wellbeing days off a year
• 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

Commencement from 2nd November 2026.

Role Overview

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 guiding them through a wide range of life moments from welcoming a new baby to supporting our loved ones through life-critical medical treatment as they reach out to understand their health cover.

What your team says about working at HBF

"I love working at HBF! I feel comfortable with the job security and 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!

Next steps and important dates

Next steps include reference checks, assessment and a national police clearance. If successful, you will undertake our bespoke fully paid training program to give you the tools you need to support our members the HBF way commencing from 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 [e-mail].

To learn more about our commitments visit: Community Initiatives | HBF Health Insurance Careers at HBF Bold people belong at HBF We make work supportive, flexible and meaningful, so we can go one better for our members in moments that matter. Join us and be part of creating a healthier tomorrow.

Roles across professions

Behind every member moment is a team making it happen. From frontline support to data and digital, clinical expertise to corporate leadership. Whatever your talents, there's a place here for you to contribute and grow.

Where you'll work

HBF is headquartered in Perth, WA and has offices across Australia in Brisbane, Sydney, Melbourne and Townsville. Many roles operate in a hybrid model, combining in-office collaboration with flexible work arrangements.

All current opportunities with HBF, QCHF and See-u are listed on this page. For most applications you will find out within 2 weeks if you have been invited to interview, with our process including reference, qualification and police checks as well as psychometric assessments for selected roles.