Position Description

A Career in our Contact Centre
Location Victoria
Job Code 1016
# of openings 1
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A career in our contact centre

At Defence Health we look after our own, this means we provide a positive experience every time a member contacts us and to make this happen we rely on our amazing customer service team.

Defence Health members are among the most satisfied in the industry. We are consistently in the top rankings of independent customer satisfaction surveys. And our award winning customer service has been recognised by Roy Morgan Customer Satisfaction Awards.

Whether you’re making a sale, educating a member on our private health insurance products or processing a claim you will have the knowledge, skills and empathy to meet the needs of our members.

If you are passionate about giving the right advice and delivering excellent service then we offer opportunities within our Sales & Retention team, Claims team and Member Delivery team. 

Our operating hours are 8.30am to 8.00pm Monday to Thursday and 8.30am to 6.00pm on Friday and all roles operate on a rotating roster.

We are happy to announce our next intake of roles will commence on 19 July and will undertake a group 3 week induction to set you up for success.  

Sales & Retention

As the first point of contact for Defence Health, you will be responsible for:

  • Driving sales campaigns through largely in bound calls
  • Reviewing member insurance policies to determine correct coverage
  • Assisting in the retention of members
  • Providing quality information about our products and services

Member Delivery

Working in our inbound contact centre you will be responsible for:

  • Listening and responding to enquiries via inbound and outbound phone calls
  • Updating member policies
  • Providing quality information about individual membership or our products and services
  • Utilising our systems to navigate membership details
  • Ensuring compliance with relevant government legislation

Claims

We are committed to ensuring our member get their benefits paid quickly so you will be responsible for:

  • Processing members health insurance claims
  • Handle phone calls from hospitals and members to handle claims related queries
  • Providing quality information about our products and services
  • Complying with the relevant government legislation

Skills & Experience

To be successful in one of our positions, you will possess the following attributes:

Customer Experience

  • The ability to build rapport with our members over the phone

Administration and Time Management

  • Strong administration skills that allow you to process member transactions with speed and accuracy
  • Ability to follow detailed instructions for complex processes
  • High attention to detail 

Teamwork

  • You will enjoy contributing to a team environment and be active in sharing information and working collaboratively

Resilience

  • A strong worth ethic, can do attitude and openness to feedback and development
  • It can get busy so during peak periods you will have the resilience to manage high workloads

Initiative

  • The initiative to investigate problems and suggest solutions
  • Ability to learn the complexities of private health insurance, however prior experience in this industry is not a must

Technical

  • Intermediate technical abilities with computers and the confidence to give new systems a try

 

Culture

In return for the above we offer a supportive work environment in which you can develop and grow your potential. 

We focus on internal development and look for ways to help our people grow.

We have a strong focus on employee engagement and an active wellbeing strategy which focuses on physical and emotional health, career satisfaction financial security and social connectedness.

We are committed to providing you with the knowledge and training you need to be successful in your role so the first two weeks will be dedicated to induction.

This is a fantastic opportunity to be part of a company that truly cares about its people and members and offers a great culture.

Benefits

Your contribution to our organisation will be recognised through offering competitive remuneration and training and development opportunities, as well as a range of incentives, such as:

  • Access to quality leadership and coaching
  • Support for flexible work arrangements (time at home and in office)
  • Bi-monthly recognition awards announced by the CEO
  • Strong focus on health and wellbeing; with regular free initiatives
  • We promote within the company allowing you to take the next step in your career
  • Team days
  • A super fun social club
  • Employee assistance program
  • The list goes on!!

If this looks like the job for you, please apply now by sending your resume and a cover letter outlining your suitability!

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