Member Services Officer

Police Health Limited; Adelaide; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Permanent role

Supportive culture

Weekdays 8am-6pm

Monthly RDO

CBD location near transport

Health insurance subsidy

Uniform subsidy

EAP

Salary sacrifice

Novated leasing

Job summary

Police Health is seeking a friendly Member Services Officer to join our Adelaide CBD team. You will be the first point of contact, helping members with health insurance enquiries, membership updates and policy changes across phone, email and other channels.

You will maintain accurate records, build rapport with members, and contribute to a culture of collaboration and exceptional service. Australian work rights and a National Police Check are required.

Qualifications

• Experience in a customer service, member services or contact centre role.
• Excellent communication skills and the ability to build rapport and trust with customers.
• A genuine passion for helping people and delivering outstanding customer experiences.
• Strong organisational skills, attention to detail and the ability to manage competing priorities.
• A positive, team-oriented approach and confidence using customer systems and Microsoft Office.
• Experience interpreting policies, procedures or complex information and communicating it clearly to customers.

Responsibilities

• Deliver exceptional service and support to members across phone, email and other channels.
• Assist members with health insurance enquiries, membership updates and policy changes.
• Build strong relationships by understanding members' needs and providing tailored solutions.
• Maintain accurate member records and correspondence in line with business and regulatory requirements.
• Provide accurate advice by keeping up to date with products, services and policies.
• Contribute to positive member outcomes, member retention and a collaborative team environment.

Skills

Customer service

Communication

Relationship building

Organisational skills

Team oriented

Problem solving

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

At Police Health, our purpose is to be a trusted partner in providing peace of mind and support for the health and wellbeing of our members. We are a not-for-profit, member focused, national health fund based in SA with our office located in the Adelaide CBD. Founded in 1935, we have a long history of providing high quality and great value private health insurance exclusively, for our Police communities and their families.
Our people are central to everything we do. We foster a positive, flexible and inclusive workplace where collaboration, growth and wellbeing are genuinely supported. We value integrity, courage, curiosity and care, and we’re proud of a culture where people look out for one another and enjoy what they do.

Job Description

The Role

We're looking for a friendly and enthusiastic Member Services Officer to join our supportive Member Services team.

As one of the first points of contact for our members, you'll help create positive experiences through every interaction. Whether you're assisting with health insurance enquiries, membership updates or policy changes, you'll provide trusted support and guidance that makes a real difference.

Working closely with our members and colleagues, you'll contribute to a team culture built on collaboration, care and exceptional service.

Key Responsibilities

• Deliver exceptional service and support to members across phone, email and other channels.
• Assist members with health insurance enquiries, membership updates and policy changes.
• Build strong relationships by understanding members' needs and providing tailored solutions.
• Maintain accurate member records and correspondence in line with business and regulatory requirements.
• Provide accurate advice by keeping up to date with products, services and policies.
• Contribute to positive member outcomes, member retention and a collaborative team environment.

Desired Skills and Experience

About You

You are passionate about customer service and enjoy helping people. Friendly, approachable and professional, you take pride in building relationships, finding solutions and creating positive experiences.

You bring a positive attitude, work well as part of a team and can balance competing priorities while maintaining accuracy and attention to detail. Most importantly, you share our commitment to putting members first.

You’ll bring:

• Experience in a customer service, member services or contact centre role.
• Excellent communication skills and the ability to build rapport and trust with customers.
• A genuine passion for helping people and delivering outstanding customer experiences.
• Strong organisational skills, attention to detail and the ability to manage competing priorities.
• A positive, team-oriented approach and confidence using customer systems and Microsoft Office.
• A proactive mindset and commitment to delivering high-quality service.
• Experience within private health insurance, membership-based services or another regulated industry.
• Experience interpreting policies, procedures or complex information and communicating it clearly to customers.

Appointment to this role is subject to the successful completion of a National Police Check on commencement and every three years thereafter, as well as confirmation of Australian work rights.

The Benefits

At Police Health, we recognise that our people are at the heart of our success. In return for your contribution, you'll enjoy:

• A permanent role with a trusted not-for-profit organisation
• A supportive culture built on collaboration, respect and genuine care
• A Monday to Friday roster (8am-6pm) with weekends free
• A monthly RDO to support work-life balance
• A CBD location close to public transport and city amenities
• Employee benefits including a health insurance subsidy, subsidised uniform, EAP, salary sacrifice and novated leasing
• Health and wellbeing initiatives to support your physical, mental and financial wellbeing
• The chance to develop specialist knowledge in the private health insurance industry
• The opportunity to make a meaningful contribution to an organisation that exists to support Police communities and their families

Whether you're looking to grow your customer service career or bring your existing experience to a purpose-driven organisation, you'll be joining a team that values people, celebrates success and supports professional growth.

Ready to make an impact?

From a validated private health insurance provider in Australia

Police Health is an equal-opportunity employer and is committed to creating a diverse and inclusive workforce. We encourage all qualified applicants to apply including First Nations Australians, people with disabilities, and people of all genders.