Team Leader - Member Growth & Retention
Lead a high performing team and ensure the smooth daily operations.
As the Member Growth and Retention Team Leader, you will drive excellence by encouraging the delivery of high-quality customer-focused serviced standards and being by coaching, guiding, and supporting individuals within the team.
You will be accountable for leading the team in delivering growth and achieving sales and retention targets.
Your role will be to ensure the smooth operation of the team with the aim of resolving customer enquiries and requests at the first point of contact.
This is a full time, permanent role with hybrid working available. Hours are Monday to Friday. You will be required to work in the office 3 days a week. The office is located in the Sydney CBD.
Responsibilities:
- Lead the daily operations of the Member Growth and Retention Team to ensure that the team is achieving both sales and retention targets
- Maintain currency of knowledge regarding the regulatory environment, particularly with regard to PHI legislation, competition and consumer law, privacy and the PHI Code of Conduct
- Provide ongoing feedback and coaching through call listening and audits
- Manage and resolve complaints from members, providers, intermediaries and the Ombudsman
- Undertake training, development and multi-skilling as requested
- Responsible for driving a strong team culture, ensuring that whilst the team delivers exceptional service, that they are fully engaged and enjoy their roles.
About You
You will have previous experience as a Team Leader, preferably in a contact centre or customer service environment. You will have the energy and passion for developing teams and achieving results.
- Proven performance in leading and motivating others to achieve individual and team based targets
- Experience in staff rostering and queue allocation
- Private Health Insurance knowledge or demonstrated ability to develop in-depth knowledge of complex products and services
- Demonstrated ability to learn and provide training and coaching selling methodologies
- Exemplary customer service skills with well developed written and oral communication skills
- A high level of personal professionalism
- Ability to work on a variety of tasks at any given time.
- Proficiency in MS Word, Excel, Outlook. Experience with Salesforce and Zoho is desirable.
About RT Health
At RT Heath, we’re all about community. It’s the reason we were founded back in 1889 and it’s why we’re still here today supporting more than 48,000 hardworking Aussies across the rail, transport and energy industries. Australia’s first registered health fund and proudly not for profit, we’ve spent 130+ years supporting our members with great value health cover and a level of care that we’re known for. We’re now a proud division of HCF, Australia’s largest not-for-profit health fund but we remain focused on our commitment to support hardworking men, women and families on their health journeys.
Our members come first. Always.
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
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:
- 50% subsidy on HCF hospital and/or extras cover
- 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 and provide 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 – peopleservices@hcf.com.au to discuss.
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.
Lead a high performing team and ensure the smooth daily operations.
As the Member Growth and Retention Team Leader, you will drive excellence by encouraging the delivery of high-quality customer-focused serviced standards and being by coaching, guiding, and supporting individuals within the team.
You will be accountable for leading the team in delivering growth and achieving sales and retention targets.
Your role will be to ensure the smooth operation of the team with the aim of resolving customer enquiries and requests at the first point of contact.
This is a full time, permanent role with hybrid working available. Hours are Monday to Friday. You will be required to work in the office 3 days a week. The office is located in the Sydney CBD.
Responsibilities:
- Lead the daily operations of the Member Growth and Retention Team to ensure that the team is achieving both sales and retention targets
- Maintain currency of knowledge regarding the regulatory environment, particularly with regard to PHI legislation, competition and consumer law, privacy and the PHI Code of Conduct
- Provide ongoing feedback and coaching through call listening and audits
- Manage and resolve complaints from members, providers, intermediaries and the Ombudsman
- Undertake training, development and multi-skilling as requested
- Responsible for driving a strong team culture, ensuring that whilst the team delivers exceptional service, that they are fully engaged and enjoy their roles.
About You
You will have previous experience as a Team Leader, preferably in a contact centre or customer service environment. You will have the energy and passion for developing teams and achieving results.
- Proven performance in leading and motivating others to achieve individual and team based targets
- Experience in staff rostering and queue allocation
- Private Health Insurance knowledge or demonstrated ability to develop in-depth knowledge of complex products and services
- Demonstrated ability to learn and provide training and coaching selling methodologies
- Exemplary customer service skills with well developed written and oral communication skills
- A high level of personal professionalism
- Ability to work on a variety of tasks at any given time.
- Proficiency in MS Word, Excel, Outlook. Experience with Salesforce and Zoho is desirable.
About RT Health
At RT Heath, we’re all about community. It’s the reason we were founded back in 1889 and it’s why we’re still here today supporting more than 48,000 hardworking Aussies across the rail, transport and energy industries. Australia’s first registered health fund and proudly not for profit, we’ve spent 130+ years supporting our members with great value health cover and a level of care that we’re known for. We’re now a proud division of HCF, Australia’s largest not-for-profit health fund but we remain focused on our commitment to support hardworking men, women and families on their health journeys.
Our members come first. Always.
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
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:
- 50% subsidy on HCF hospital and/or extras cover
- 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 and provide 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 – peopleservices@hcf.com.au to discuss.
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.
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