Doctors' Health Fund is the leading provider of private health insurance to Doctors throughout Australia. As a part of the Avant Mutual Group, we look after the needs of over 50,000 health care practitioners, students and their families.
We pride ourselves on our personal, expert service and providing extraordinary outcomes for new and existing members.
This is a permanent, full-time role based in our Sydney team.
About the Role The Member Services Team Leader is responsible for leading a dedicated team to deliver exceptional service to our members. This role focuses on guiding, supporting, and developing team members to ensure they meet performance targets and adhere to regulatory standards. Key responsibilities include Leadership and Development, Performance Management, Process Improvement, Regulatory Compliance, and Collaboration.
Additionally, Team Leaders serve as the escalation point for complex queries and complaints and play a crucial role in Extended Leadership Team across Doctor's Health Fund.
Key Responsibilities: Coach and lead a team in delivering high-quality standards in customer service experience for our members.Adapt quickly in a complex landscape and maintain motivation and morale during high-pressure periods.Maintain an open mind to influence and drive change and improvements within the team and ultimately for members.Manage BAU of teamwork allocations, leave arrangements and work with other Team Leaders to ensure service standards are met across Member Services.Ensure the business meets appropriate KPIs, workflow targets and control frameworks to comply with service level agreements, compliance expectations and regulatory obligations.Support the development and delivery of continuous improvements to enhance the member and team experience.As the business develops, the position will continue to evolve and the incumbent is expected to adopt a flexible approach to work requirements and to undertake new or alternate duties as required. This may include adoption of new technologies, new work procedures and new expectations.
To be successful you will have: Successful track record in a people leadership role in a highly regulatory environment (Private Health Insurance Preferred).3+ years' experience in a call centre environment as a Team Leader/Manager.Forecasting & Resource Planner (essential).Knowledge of HAMBS system (beneficial).CXone telephony system (beneficial).Ability to deliver effective communication (essential).Problem Solving Skills (essential).Ability to influence constructively (essential).Organizational Skills (essential).Leadership and motivation (essential).Attention to detail (essential).Why work at the Doctor's Health Fund? At Doctors' Health Fund, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
Discount of 25% on Private Health Insurance, free Salary Continuance Insurance. We value our people by offering an inclusive workplace with flexible work, career development and internal mobility opportunities. Our flexible working arrangements are designed to enable genuine work-life balance.
Your development is our priority and we have a variety of learning and development programs that will support you in your career. Employee Referral Program which rewards $5,000. We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support. We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.
Please note: Doctors' Health Fund is a vaccinated employer. Prior to the commencement of your employment by Doctors' Health Fund, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons.
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