Onboarding Team Lead: Member Experience, Hybrid

HCF Australia; Parramatta; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working arrangements

Subsidised health cover 50%

Parental leave 18 weeks

Wellbeing programs

Job summary

HCF Australia in Parramatta is seeking a leader to drive the Member Onboarding team, shaping a high-quality, customer-focused service for new members from day one.

You will coach and support the team to meet retention and satisfaction targets, ensuring consistent experiences and strong performance across daily operations and escalations. The role offers hybrid work with office and home days.

Qualifications

• Experience leading, coaching or supporting performance in a customer service, sales or contact centre environment.

Responsibilities

• Lead the daily operations of the Welcome call team to achieve business targets while delivering a consistent, member-focused experience.
• Set clear expectations and maintain regular meetings, one-on-ones, coaching and performance reviews.
• Use quality, productivity, service and member feedback data to coach the team and address performance gaps.
• Manage performance, attendance, conduct and capability matters promptly and fairly.
• Oversee the smooth day-to-day operation of the team, ensuring customer enquiries are resolved at first contact.
• Manage and resolve escalated complaints from members, providers, intermediaries and the Ombudsman through to resolution.

Skills

People leadership

Coaching

Performance data

Customer service

Communication

Compliance

Job description

Lead a high-performing onboarding team, drive member retention and create outstanding member experiences from day one.

Summary

As the leader of the Member onboarding team you will manage, coach and support the team to deliver a high-quality, customer-focused service approach to new members of HCF.

You will be accountable for leading the team to achieve individual and team-based retention and customer satisfaction targets.

Location: Parramatta

• > Hyrid work arrangement: 2 days in office, 3 days at home
  
  

What You’ll Do

• Lead the daily operations of the Welcome call team to achieve business targets while delivering a consistent, member-focused experience.
• Set clear expectations and maintain regular meetings, one-on-ones, coaching and performance reviews.
• Use quality, productivity, service and member feedback data to coach the team and address performance gaps.
• Manage performance, attendance, conduct and capability matters promptly and fairly.
• You will oversee the smooth day-to-day operation of the team, ensuring customer enquiries and requests are resolved effectively at the first point of contact wherever possible.
• Manage and resolve escalated complaints from members, providers, intermediaries and the Ombudsman through to resolution.
• Maintain current knowledge of the regulatory environment, including private health insurance legislation, competition and consumer law, privacy requirements and the Private Health Insurance Code of Conduct.
• Partner with workforce, quality, learning, product and operational stakeholders to deliver agreed outcomes.
  
  

About You

Essential skills and experience:

• Experience leading, coaching or supporting performance in a customer service, sales or contact centre environment.
• Strong people leadership skills, including setting expectations, giving feedback and managing performance, attendance and conduct matters.
• Ability to interpret performance, quality and operational data and turn insights into action.
• Clear written and verbal communication, sound judgement and strong organisation.
• Commitment to member outcomes, compliance, accountability and continuous improvement.
• Proficiency with contact centre systems, reporting tools and accurate record keeping.
  
  

Desirable

• Experience in private health insurance or another regulated service environment.
  
  

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 2 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

Skills

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:

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 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.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – [e-mail] to discuss or call 02 9290 0464.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.

Please be aware of recruitment scams, phishing, and impersonation attempts. HCF will never request payment or sensitive financial information at any stage of the recruitment process. If you receive suspicious communications claiming to be from HCF, please verify them through our Careers page or contact us directly.