As the Head of Contact Centre Growth, you will lead our inbound and outbound Sales and Retention teams, contributing to around 48% of total sales revenue at HBF. You’ll shape the strategy, lead a passionate leadership group, and use tools like Salesforce CRM, CCaaS platforms and AI to drive both policy acquisition and member retention.  
 
Reporting to the General Manager Assisted Service, you will track and analyse volumes across phone, chat, email and social while continuously reviewing the operating model in line with regulatory changes, market shifts, employee feedback and emerging digital technology. What you'll do in the day to  day as the Head of Contact Centre Growth;

Lead the growth strategy: Develop and deliver the growth plan for the Member Contact Centre, maximising policy acquisition and minimising cancellations while influence pricing, promotions and product decisions in partnership with senior leaders.
Turn insights into action: Monitor retention and churn, using predictive analytics to identify at‑risk members and design proactive save strategies. You will analyse agent and campaign performance, removing bottlenecks and improving workflow efficiency.
Own acquisition & retention delivery: Drive outbound dialler campaigns across acquisition and retention, including Interfund cancellations, unfinancial policies and member win‑back programs. You’ll identify and implement process improvements that boost both member experience and operational efficiency while supporting a consistent, needs‑based sales and service experience ensuring all activity aligns with regulatory and organisational standards.
Build an engaged, high‑performing culture: Drive a bold, performance‑based culture with strong engagement and clear expectations across acquisition and retention teams, role‑modelling our leadership behaviours and coaching frameworks.


About you 
You’re an engaging sales leader with 10+ years' experience in high‑volume, acquisition and retention focused environments, ideally within contact centres or insurance/financial services.

You bring a collaborative leadership style, strong commercial judgement, and the ability to turn insights into actionable strategies. 

You’re confident working with Salesforce CRM, CCaaS platforms (Avaya/Genesys), outbound diallers and are skilled in coaching, change leadership, and driving a bold, performance‑based culture.

You’re analytically sharp, confident interpreting data to diagnose performance issues, and experienced in navigating Private Health Insurance regulatory requirements. Above all, you're energised by leading teams to deliver exceptional growth and member outcomes. 

 
Why you’ll love working at HBF 
At HBF, we believe in doing the right thing — for our members, our people, and our community. You’ll join a team that’s brave, collaborative, and human at heart, with opportunities to grow your career while contributing to work that truly matters as well as; 

• Fully subsidised Gold Hospital Insurance Cover 

• Flexible working and work from home options 

• 3 additional wellbeing days each year (on top of our standard 20 days annual and 10 days personal leave) 

• 2 volunteering days per year 

• Onsite Barista with subsidised coffee 

• Access to corporate discounts across a range of gyms, retail, restaurants and hotels 
   

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

At HBF, we believe in the unique potential of every individual. We’re committed to building an inclusive workplace where diverse perspectives are valued and celebrated, because they make us stronger. 

We encourage applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities and members of the LGBTQIA+ community.