HBF Employee Benefits 

• FREE Corporate Gold Hospital Insurance (for you and your family) 
• 3 additional wellbeing days off a year (on top of our standard 20 days annual leave and 10 days personal leave) pro rata 
• 2 volunteering days per year 
• 18 weeks paid parental leave 
• Access to corporate discounts across a range of gyms, retail, restaurants, and hotels 
• Hybrid working arrangements available

The Opportunity

Are you an experienced people leader who thrives on delivering outstanding member experiences? HBF is seeking a Team Leader to join our Member Contact Centre, where you’ll play a key role in leading an inbound team supporting members across phone, chat and email channels.

In this role, you’ll be responsible for creating a high‑performing, engaged team that consistently delivers exceptional service. You’ll drive member satisfaction and first‑contact resolution through strong leadership, effective coaching, and a clear focus on quality, productivity and performance. Just as importantly, you’ll help foster a positive, inclusive team culture where people feel supported to do their best work.

This opportunity is available in Brisbane. 

Key Responsibilities

• Lead a team to deliver exceptional service levels and achieve member satisfaction targets.
• Coach and mentor team members to create a high-performing and culturally aligned workforce.
• Develop quality measurement systems to track and monitor service levels.
• Oversee the telephony platform to manage queues and SLAs.
• Participate in projects and operational changes, ensuring effective stakeholder engagement and risk management.

About You

• Proven frontline leadership experience within a customer service or contact centre environment (minimum 3+ years, with 5+ years desirable)
• Demonstrated passion for coaching, developing, and engaging frontline teams
• Experience working in a fast‑paced omnichannel or multichannel environment, including phone, chat/messenger, and social or digital channels
• Strong understanding of risk, compliance, and quality, with experience operating in highly regulated or risk‑averse environments (Financial Services experience highly regarded)
• A strong customer service background, with the ability to balance member outcomes, commercial expectations, and compliance obligations
• Confidence managing performance, change, and competing priorities in a dynamic environment

How to Apply

To apply, click on the “Apply Now" button to complete your application and send through a copy of your CV outlining how your skills and experience meet the requirements of this role. 

Our recruitment and selection process includes a variety of assessment methods including reference checks, National Police Clearance and verification of working rights in Australia.  

Inclusion and Accessibility
At HBF, we believe in the potential of every individual. We’re committed to creating an inclusive workplace where diverse perspectives are celebrated, because they make us stronger. We encourage applications from everyone, including Aboriginal and Torres Strait Islander peoples, people with disabilities, and members of the LGBTQIA+ community, including transgender and gender-diverse applicants.

We want you to Be You, Be Bold, and feel supported every step of the way. If you require any adjustments or alternative formats during the recruitment process, please contact us at careers@hbf.com.au.

To learn more about our commitments visit: Community Initiatives | HBF Health Insurance

Advertised: 24 Mar 2026 E. Australia Standard Time
Applications close: 21 Apr 2026 E. Australia Standard Time

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Expressions of Interest