Channel Performance and Continuous Improvement Lead

At ahm, we think work should work with you.   

Because let’s face it, life’s too short for a job you dread. Work means different things to different people.  

We’re all about making real, meaningful change. Our mission? Simple. To improve the health and wellbeing of Australians, starting with our team. We’re constantly shaking things up to make work better for everyone.   

At ahm, we’re about keeping health cover simple, affordable and human. We’re currently looking for a Performance & Continuous Improvement Lead to join us on a 6‑month fixed‑term basis, playing a key role in uplifting capability, performance and coaching across our customer care channels. This role plays a key part in bringing our brand promise to life by creating a high‑performance, customer‑first coaching culture.

The role

Reporting to the Head of Customer & Contact Centre, you’ll design and embed coaching and performance frameworks that support our frontline and leaders to deliver exceptional customer outcomes.

Working closely with Operations, Ways of Working and improvement partners, you’ll drive performance uplift, consistency and continuous improvement across all customer interactions.

What you’ll do

• Design, deliver and embed best‑practice coaching frameworks across customer care
• Lift frontline and leader capability through structured coaching, feedback and calibration
• Drive improvement across key metrics including customer advocacy, repeat contact reduction, retention and sales performance
• Partner with leaders to create clear action plans that deliver measurable results
• Support a consistent understanding of “what good looks like” across channels
• Champion a strong coaching culture by role‑modelling and influencing leaders
• Collaborate with training, quality, compliance and operational teams to close performance gaps
• Support capability initiatives that improve employee engagement and customer experience

What you’ll bring

• Proven experience in customer service performance, coaching or continuous improvement roles
• Strong coaching capability with a passion for developing leaders and teams
• Experience working in contact centre or customer care environments
• Ability to influence stakeholders and drive change through collaboration
• Strong analytical and problem‑solving skills with a results‑driven mindset
• Confidence working with performance data, KPIs and improvement plans
• Knowledge of compliance and regulatory requirements (PHI experience highly regarded)

Why you’ll love working with us

• You’ll help shape how we coach and develop our people nationally
• A purpose‑driven business focused on affordable, accessible healthcare
• Supportive, flexible and inclusive team culture
• Growth opportunities across Medibank and ahm
• Hybrid working and great employee benefits

At ahm, we value diversity, flexibility and bringing your whole self to work. If this role sounds like a great fit for you, we’d love to hear from you.

Apply now and help us build a world‑class customer care experience.

Imagine working with us 

At ahm, we think work should be as exciting as finding a surprise donut in the kitchen at lunch (and occasionally you just might). We kick the old, boring ways to the curb and encourage you to think outside the box – experiment a little. We’re not afraid to ruffle some feathers and have a bit of fun while we’re at it. Try new things, explore different areas of the business, and upskill like a pro. It’s one big team adventure here, and the chances to grow are endless.  

Oh, and did we mention we have some great benefits too? https://careers.medibank.com.au/the-medibank-experience/
Happy, healthy people make awesome teams. With ahm, work should feel good — like, really good. It’s about finding joy, fulfillment, and the right team to share it with.  
 

Be Yourself.  Belong Here

We believe in everyone's potential and strive to make ahm inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander peoples, neurodivergent candidates, LGBTQIA+ community including transgender and gender diverse candidates and candidates with a disability. 
Our employee networks create space for connection, advocacy and allyship. We offer flexible ways of working to support inclusion, accessibility and wellbeing.
 
If you need adjustments or alternative formats at any stage of the recruitment or employment journey, we’re here to help.  You can let us know directly in the application form, or if you’d prefer to discuss before applying, please reach out to us careers@medibank.com.au or (03) 8622 5666. Learn more about our commitments and employee stories at https://careers.medibank.com.au/diversity-inclusion/(please copy and paste the URL onto your browser)

Medibank proudly recognised as Best Enterprise Organisation, 2026 AFR BOSS Best Places to Work