Why you’ll love working at HBF 

• 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 

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

As the Contact Centre Service Manager, you’ll lead a large east coast based, multi‑channel team to deliver empathetic, high‑quality member service, uplift operational performance, and prepare our people for a future where technology, AI and human expertise work hand‑in‑hand. 
 
You will shape the service experience for thousands of members every day, across phone, webchat, email and our Hospital Eligibility line, while also owning national service domains that influence how every frontline consultant across Australia delivers support. 
 
About the role 
Customer Service: You’ll lead omni‑channel service delivery that lifts first‑point resolution, strengthens member experience, and continuously adapts to new technology, insights and regulatory shifts. 
Domain & Process: You’ll own and improve national service domains from telephony and AI to QA, BCP and CRM, ensuring consistency, clarity and uplift across both regions. 

Operational Excellence: You’ll drive a needs‑based service culture, sharpen cross‑sell and referral processes, and ensure performance reporting enables smarter, more seamless member outcomes. 
Culture & Leadership: You’ll set the tone for a high‑performance, growth‑oriented team by coaching leaders, building capability and fostering collaboration, engagement and continuous improvement. You’ll recruit, develop and support your teams to thrive, ensuring clear expectations, strong induction, meaningful coaching and a safe, compliant, high‑trust workplace. 
Risk & Compliance: You’ll embed strong risk practices across the service teams, ensuring regulatory obligations are met and that issues, controls and actions are handled with discipline and ownership. 

 
About you 
You’re the kind of leader who thrives in a fast‑moving contact centre environment, someone who genuinely cares about the experience members have and the experience your teams have delivering it. You’ve spent significant time leading large service teams, ideally in insurance or another complex, regulated environment, and you’ve developed a strong instinct for what great service looks like and how to operationalise it. 

You’re comfortable navigating omni‑channel environments including telephony, routing, CRM platforms and AI‑enabled tools and you understand the moving parts behind them. You balance empathy with accountability, set clear expectations and coach thoughtfully, creating a culture where performance, development and wellbeing sit side by side.  
 
You’re confident stepping into ambiguity, solving problems that don’t have obvious answers, and turning strategy into clear, simple operational plans your teams can rally behind, consistently looking for ways to make things better for members, staff, and HBF. 

 
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. 

We want you to Be You, Be Bold, and feel supported every step of the way. If you need any adjustments during the recruitment process, please contact us at careers@hbf.com.au so we can work together to accommodate your needs.