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 homeWhat You’ll DoLead 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 YouEssential 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 judgeme
