Team Leader - Outbound Customer Service

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

Working from our Sydney, Melbourne, Brisbane Canberra or Perth (working to Melb local time) Office, and working from home for now, you will manage a team of Customer Care Consultants (CCCs). The CCCs proactively engage potential program participants on the phone, explaining program details and completing enrolments, reviewing their progress, helping them stick to their health goals and seek support for them when and where they need it.

As the Team Leader, you will inspire and cultivate a high-performance and self-reflective culture and lead the team to deliver on KPIs and SLAs. 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 an outbound call centre environment
• You have a strong understanding of KPIs as they relate to an outbound team 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 and you have previous experience in team leadership;
• 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

With flexible working options, our people have choice in how and where they work. We’re also committed to supporting better accessibility for our customers and our people. If we call you to discuss this role, you’ll also get the opportunity to chat about any adjustments.

We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives.

To start small and impact bigger.