Member Services Specialist

Colonial Group; Sydney; Hybrid; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Flexible working arrangements

Prime Sydney CBD location

25% health insurance discount

Salary continuance insurance and Avant

Employee Assistance Program (EAP)

Professional development sponsorship

Regular team events

Job summary

Doctors’ Health Fund is seeking a Member Services Specialist in Sydney. The role focuses on delivering personalised, expert guidance to members while supporting both new and existing members. You’ll respond via phone and email, maintain records, and continually improve service outcomes.

The position offers comprehensive training, coaching, and a flexible work policy allowing work from home or the Darling Park office. Prior experience in health insurance is valued but not essential.

Qualifications

• Experience in customer service or contact centre roles.
• Ability to explain policies, benefits and processes in plain English.
• Strong verbal and written communication skills with active listening.

Responsibilities

• Deliver accurate, high quality information to help members make confident decisions.
• Respond to member enquiries via phone and email in a professional, efficient manner.
• Maintain and update member records, identifying opportunities to improve service outcomes, retention and growth.
• Build knowledge of private health insurance products, systems and processes.
• Participate in ongoing training and coaching to keep knowledge current.

Skills

Customer service

CRM systems

Communication skills

Time management

Attention to detail

Multitasking

Education

Cert III or IV in Customer Experience

Tools

CRM software

Job description

Member Services Specialist - permanent full-time position

As a Member Services Specialist, you’ll play a key role in supporting one of Australia’s fastest growing health funds. This is a full time, permanent opportunity based in Sydney, working Monday to Friday.

You’ll be part of our Member Services team, where delivering exceptional, personalised service is at the heart of everything we do. We support both new and existing members by providing expert guidance, clear information, and positive outcomes — every interaction matters.
From day one, you’ll be supported with comprehensive training, ongoing coaching, and a welcoming team environment that sets you up for success. You’ll also benefit from our Best of Both working policy, giving you the flexibility to work from home or from our Darling Park office.

Key Responsibilities

In this role, you’ll:

• Deliver accurate, high quality information that helps members make confident decisions
• Respond to member enquiries via phone and email in a professional, and efficient manner
• Maintain and update member records, while identifying opportunities to improve service outcomes, retention, and growth
• Build and maintain strong knowledge of private health insurance, including Doctors’ Health Fund products, systems, and processes
• Participate in ongoing training and coaching to keep your knowledge current and your skills sharp

About You

You’re a customer centric professional who enjoys helping people navigate complex information and takes pride in delivering clear, confident advice. You bring a calm, solutions focused approach and enjoy working in a fast paced, member focused environment. You’ll bring:

• Previous experience in a customer service, member services or contact centre role, ideally within health insurance, private health funds, superannuation, financial services, or another regulated service environment (e.g. Bupa, HCF, mutuals or insurers)
• A friendly, confident and professional phone manner, with the ability to build rapport and trust quickly
• Strong verbal and written communication skills, including active listening and the ability to explain policies, benefits and processes in plain English
• Demonstrated experience handling enquiries, resolving issues and managing sensitive or complex member conversations
• Strong time management and attention to detail, with the ability to work across multiple systems while maintaining accuracy and service standards
• Confidence using CRM systems and digital tools, with the ability to learn new systems quickly
• A positive, resilient mindset and a genuine willingness to learn, develop and contribute to team success

Cert III or IV in Customer Experience is preferred. Experience in private health insurance or similar industries is highly regarded but not essential — comprehensive training will be provided.

Why join Doctors’ Health Fund?

At Doctors’ Health Fund, our people and culture are at the heart of everything we do. You’ll be part of a collaborative, inclusive, and supportive environment that values purpose, trust, passion, and courage. We foster an agile workplace where your ideas and contributions are encouraged and valued. We are committed to your professional growth, offering a safe learning environment and opportunities to support your long-term career goals.

Employee Benefits

• Flexible working arrangements supporting genuine work-life balance
• Prime Sydney CBD location with stunning Darling Harbour views
• 25% discount on health insurance with automatic eligibility for membership
• Complimentary salary continuance insurance and travel insurance through Avant
• Access to Employee Assistance Program (EAP) and wellbeing initiatives
• Professional development support, including tertiary education sponsorship
• Regular team events and social activities throughout the year