Member Experience Manager Role
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Job Description: We are seeking an experienced professional to manage the overall experience for members engaging with Queensland Country Health Fund across all touch points and set the standard for member service.
The Member Experience Manager will be responsible for delivering highly relevant information to members when they request it, in the format of their choice. This role operates in a fast-paced contact centre environment where you will manage the day-to-day operations of the Contact Centre, ensuring that service standards are met.
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* Develop and manage specific survey campaigns to identify and improve areas of opportunity
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* Manage external compliance requirements including Medicare Rebates and Private Health Insurance Code of Conduct
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* Manage all member-facing information and documentation i.e. forms, guides, templates, content, and websites
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Required Skills and Qualifications:
To succeed in this role, you will need to have solid computer literacy skills, and the ability to be adaptable and resilient. You will also need to demonstrate experience in managing a Call/Contact Centre or Service Centre, managing successful teams, and managing customer relationships through multiple touch points.
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* Demonstrated experience in managing a Call/Contact Centre or Service Centre
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* Demonstrated experience in managing successful teams
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* Demonstrated experience in managing customer relationships through multiple touch points
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Benefits:
This role offers a range of benefits, including fully subsidised Gold Hospital Elevate Insurance Cover, 3 additional wellbeing days off a year (on top of our standard 20 days annual and 10 days personal leave), and 14 weeks paid parental leave.
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Others:
As a member of our team, you will have access to corporate discounts across a range of gyms, retail outlets, restaurants, and hotels. You will also have the opportunity to work closely with our Senior Manager QLD Digital and Technology to ensure that IT systems are capable and utilising the most up-to-date industry tools.
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