HCi is Tasmania's oldest profit for members private health insurer, with a long history of success over more than 85 years.
We're based on the stunning Northwest Coast of Tasmania, and we're currently looking for a Member Services Manager, to play a pivotal role in ensuring our members receive outstanding service and support.
As Member Services Manager, you will lead and inspire our Member Services team to deliver excellent customer service and sound information/guidance to HCi members and prospective members about HCi's health insurance products and benefits.
Reporting to the Chief Executive Officer, you will be responsible for overseeing daily operations, managing member enquiries and driving process improvements to enhance the overall member experience.
Key Responsibilities:
Lead, mentor and develop a team of Membership Consultants to achieve performance goals,
Ensure timely and effective resolution of member inquiries via phone, email and digital platforms,
Monitor and analyse member service metrics to identify areas for improvement that enhance member satisfaction,
Collaborate with internal departments to resolve complex issues and streamline processes,
Ensure compliance with industry regulations and company policies, and
Manage team schedules, performance reviews and ongoing training programs.
About you:
We're looking for people with:
Previous experience in a leadership role within member services, customer service, or similar (preferably within insurance, health or finance),
Excellent interpersonal and communication skills, and proficiency in customer relationship management,
Ability to analyse data, identify trends, and implement process improvements.
Strong organisational and time-management skills, with a high level of attention to detail and the ability to multitask, and
The ability to work constructively in a small team, and a genuine passion for helping others and delivering outstanding service.
A strong knowledge of the private health insurance industry in Australia would be an advantage but isn't essential.
This is a permanent full-time position.
A competitive salary will be offered to the right candidate as well as attractive staff benefits, including subsidised health insurance.