About the Role

As the Retention Customer Care Consultant, you will be the first point of contact and manage member issues and price, product or claim related concerns. You will promote HCF Group products and services as they save existing HCF members who have indicated they wish to cancel and win back members who have left the fund. 

You will:
•    Handle all member enquiries over the phone relating to membership applications, claim requests and cancellation calls and competitor comparisons
•    Contact members who have cancelled or indicated they wish to cancel their membership with the aim of winning them back to HCF
•    Provide answers to any enquiries in a clear non technical manner
•    Deliver against the call quality guidelines which includes rapport building, effective needs analysis, complaint/objection handling, solution focussed
•    Deliver First Call Resolutions and endeavour to resolve any issue first time with the aim of retaining the member
•    Provide outstanding customer service ensuring each member feels they are important and have been fairly dealt with.

This is a permanent, full time role, working 37.5 hours a week from Monday to Friday with hybrid working available (after training). 
Hours of operation are Monday to Friday 9am to 6pm.

We are seeking candidates who can start on Monday 12 October 2026.

During training, you are required to work in the office for the first 4 months from start date, after which you will transition to a hybrid working model (minimum 2 days in the office). 
•    Training is Monday to Friday from 8:30am to 5pm 
•    Training will be facilitated in our Parramatta contact centre
•    after training is complete, you will transition to a fixed shift pattern. 

About You

We pride ourselves on maintaining a positive, fun, and collaborative working culture whilst ensuring we provide our members a professional and efficient service. 
To be successful you will demonstrate: 
•    Strong commitment to providing outstanding customer service
•    Previous experience in a contact centre is desirable
•    Desire and commitment to work within a team dedicated to achieving team and individual performance objectives with a key focus on retention
•    Strong understanding and knowledge of company and competitor products and services
•    A positive attitude and willingness to embrace change
•    Basic to intermediate computer skills – MS Office, Outlook.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our  Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
 

Culture & Benefits 

Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 18 weeks of parental leave for all new parents
• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
• Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – [email protected] to discuss or call 02 9290 0464.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.

Please be aware of recruitment scams, phishing, and impersonation attempts. HCF will never request payment or sensitive financial information at any stage of the recruitment process. If you receive suspicious communications claiming to be from HCF, please verify them through our Careers page or contact us directly.