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Contact Centre - Member Experience Consultants

Apply now Job no: 492516
Work type: Permanent full time
Location: Perth CBD
Categories: Member Services & Sales

HBF is Australia’s fifth largest private health insurance provider, and the largest in WA. As a not-for-profit health insurer with no shareholders, our focus is solely on delivering greater benefits and the best experience possible for members.

While WA remains home to its core business and operations, HBF is undertaking a significant strategic transformation program that involves national growth, business expansion and significant enhancements to technology capability.

Our reputation is built on strong customer service, community responsiveness and a determination to deliver for our members in the moments that matter.

The Opportunity

The Member Experience division at HBF is currently seeking enthusiastic, ambitious and highly motivated individuals focused on providing exceptional customer service and meeting sales targets.

Working 37.5 hours per week, this full-time role will be based in our Member Contact Centre at Head Office in Kings Square, conveniently located close to public transport.

The Process

We have immediately available positions for Member Experience Consultants to join this iconic WA brand.  Your application will be assessed in line with the specific requirements of the role, and should it progress to the next stage you would will be invited to complete a video interview and attend an assessment centre. If deemed suitable, you will be required to commence with HBF on 11th January 2021.


We are seeking applicants with the flexibility to work across the span of hours between 5:00 am-7:15 pm Monday to Friday, with a rotational one in two Saturdays between the hours of 6:00 am to 4:15 pm.


A comprehensive training program is provided over the first 6 weeks. Classroom training will take place between 8:30 am and 4:30 pm Monday to Wednesday and on the job training between the hours of 5:00 am and 7:15 pm Thursday to Friday.

Key Responsibilities

Our Member Experience Consultants are on the front-line and represent the face of HBF.  This role operates in a fast-paced environment as the first point of contact for member queries through mediums such as phone, email or chats.

Our teams are friendly and supportive and while we do work toward targets, our focus is always on delivering exceptional service to our members.  Excellent communication skills are essential, you will have quality conversations with new and existing members, identifying their needs and recommending the right product to fit their individual needs. The role can be challenging yet rewarding as you will be supporting our members through the moments that matter most to them.

About You

To be considered for this role, you will need to be enthusiastic, motivated and passionate about delivering excellent customer service to our members.  To succeed in this role, you will;

  • Have excellent communication skills with the ability to understand member needs and present additional insurance products as solutions;
  • Demonstrate compassion and empathy with the ability to support our members through difficult times relating to health and personal situations;
  • Thrive within a structured team environment;
  • Have excellent computer and multitasking skills, and;
  • Be flexible! You must have the ability to work a rotating roster that includes Saturday's.

Our Values

  • Members are our reason
  • We do the right thing
  • We are brave
  • We work as one


As an employer, HBF offers a range of benefits including a competitive salary, access to flexible working arrangements, wellness days and paid parental leave, generous subsidies on HBF Health and General Insurance, and much more!

How to Apply

To apply, please click on the "Apply" button and send through a copy of your recent CV along with a covering letter outlining why you are interested in this role.

Please note that our compliance process includes but may not be limited to completing a National Police Clearance, reference checks and verification of working rights in Australia.

At HBF, we don’t just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. HBF is proud to be an equal opportunity workplace.

Recruitment agencies, please note that all HBF vacancies are managed by our internal Recruitment team. Should external assistance be required, we will reach out to our panel of providers. Unfortunately, unsolicited agency applications are not accepted and will be returned without review. Your support is very much appreciated.

Advertised: W. Australia Standard Time
Applications close: W. Australia Standard Time

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Western Australia - Metro


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