Head of HBCF Engagement

This is more than a stakeholder engagement leadership role. It's an opportunity to build and shape a growing engagement function that will transform how HBCF connects with builders, homeowners, industry partners and government stakeholders.

As HBCF continues to strengthen its customer and stakeholder engagement approach, you'll help shape the services, experiences and relationships that support better outcomes across the scheme.

About the Role  

You'll lead the development of HBCF's engagement capability, building stronger relationships with industry partners, advocacy groups, service providers and government stakeholders.

The role leads the planning and delivery of stakeholder propositions informed by customer insights across underwriting, education and engagement services, while identifying opportunities to improve customer outcomes.

Working closely with service providers, regulators and government partners, you will strengthen collaboration, support scheme sustainability and help improve community awareness and capability.

Benefits 

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs 

• icare day – access to an extra day’s leave  

• Comprehensive learning and development support aligned to icare’s Core Capabilities.  

• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards 

• Access to our Employee Assistance Program 

What you will do

As Head of HBCF Engagement, you will:

• Lead the evolution of HBCF's stakeholder engagement approach, creating experiences that strengthen relationships and improve scheme outcomes.
• Provide strategic oversight of the HBCF service model, partnering across underwriting, claims, customer support, education and communications to deliver aligned, customer-focused services.
• Build and maintain trusted relationships with service providers, industry associations, advocacy groups, regulators and government partners to strengthen collaboration and achieve positive scheme outcomes.
• Lead and develop a high-performing team, fostering an inclusive, customer-focused culture while supporting service delivery and continuous improvement.
• Develop the insights and performance frameworks that drive smarter decisions and continuous improvement.
• Shape future service improvements by identifying emerging stakeholder needs, trends and opportunities.
• Manage portfolio risks, ensure compliance with relevant legislation and contribute to the long-term sustainability of the HBCF scheme.
• Champion a collaborative, customer-centric approach that delivers better experiences for homeowners, builders and industry partners.

What you will bring

We’re looking for someone with:

• Experience leading engagement, customer experience, proposition or stakeholder functions.
• Ability to build trusted relationships across industry, government and community stakeholders.
• Proven experience leading and developing high-performing teams.
• Strong commercial, strategic and analytical capability.
• Ability to influence outcomes across complex organisations.
• Excellent communication and stakeholder management skills.
• Relevant tertiary qualifications or equivalent experience.

About the Company 

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.  

• For more information about icare visit our website 

• icare operates a direct sourcing model so no agency introductions will be accepted 

• We are a Circle Back Initiative Employer – we commit to respond to every applicant 

• A talent pool may be created through this recruitment process.  

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.