Will you actively create a healthier future for tomorrow?

At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.

The Opportunity

CareComplete provides benefits at both an individual and community level—helping Australian’s improve their health and avoid preventable hospital admissions and taking pressure off the healthcare system. Learn more about our innovative suite of programs and opportunities by clicking here: CareComplete

In this role you will manage a team of Customer Care Consultants (CCCs).The CCCs proactively engage potential program participants on the phone (outbound), explaining program details and completing enrolments, and providing support for participants when and where they need it.

In this Team Leader role you will inspire and cultivate a high-performance and self-reflective culture and lead the team to deliver on KPIs and SLAs. It is a full time secondment position until November 2022. You can work from home or from one of our offices but please note it will be working to Melbourne local time.

Here’s a glimpse of what you will be doing:

• Achieve business targets, such as call completion, average handling time (AHT), occupancy targets and ensure staff are delivering the Care Programs in line with program schedules
• Coach and guide the team of Customer Care Consultants to effectively engage participants in the CareComplete programs
• Identify and implement processes and work practices that will improve operational effectiveness, customer experience and service outcomes
• Actively manage and coordinate a leads process that will enable the achievement of enrolment targets by program type and program funder
• Drive quality and continuous improvement activities; and escalate any concerns for participant safety and wellbeing or complaints as appropriate
• Encourage and foster on our “one team” and “customer first” values and build a strong and cohesive team

About You

People will have described you as someone who is highly motivated and passionate about customer service and health outcomes of others.

• Ideally you will have prior experience in a call centre environment
• You have a strong understanding of KPIs and understand how to drive performance in real time;
• You are known for your strong and supportive people leadership skills and, in fact, this is one of your strengths;
• You have track record in leading and coaching others to achieve and can vary your approach to get the most from each individual and the team as whole.

Excellent communication skills, flexibility, resilience and ability to adapt to different environments will set you up for success in this role. As will your high attention to detail which helps you effectively prioritise your work.

A career with us

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

We offer a range of great benefits, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.

To start small and impact bigger.