Member Care Advocate

Member Care Consultant | Customer Service Representative

Are you passionate about delivering exceptional service and making a difference in people’s lives? Join a trusted not-for-profit healthcare provider as a Member Care Services Consultant and become part of a team that values empathy, professionalism, and first-call resolution.

About the Role:
We are seeking customer service professionals to handle inbound enquiries from our valued members. You’ll be the first point of contact providing timely, accurate, and empathetic assistance in line with our values and best practice customer service.

Key Responsibilities:

• Field membership enquiries with a focus on first-call resolution of member queries
• Deliver accurate responses in accordance with established policy and procedure
• Offer empathetic and professional service in every interaction
• Navigate multiple CRMs and be able to learn new systems while maintaining high levels of customer service
• Adapt communication style and tone to suit different audiences
• Demonstrate attention to detail and accuracy in all tasks

Important Details:

• Start Date: Monday 14th September 2026
• Permanent Full Time Contract with guaranteed 38 hours per week paid work
• Shifts will be rostered between Monday to Thursday: 8:30am – 8:00pm and Friday 8:30am-6:00pm
• Rates of Pay: $27.97 p/hr + Super | Training Rate for first 3 weeks: $27.08
• Training and Consolidation will be in-office until Speed to Competency is achieved
• The role will be in-office for an initial 12-week period before any opportunity for hybrid work models can be introduced. The hybrid model will require 1-2 days of in office attendance every week.

What We Offer:

• A robust training program with full support from tenured agents on the production floor
• Enjoy opportunities for fast-tracked career progression to training, leadership or management roles
• A values-based team culture with an active engagement committee and ongoing events and promotions
• Hybrid working arrangement available after training
• Access to Employee Assistance Program
• A convenient Docklands location close to public transport

What We're Looking For

• Enthusiasm as well as drive, dedication and genuine passion will be considered as well as relevant experience
• Strong written and verbal communication skills
• Ability to adapt style and tone to suit different audiences
• High attention to detail
• Commitment to delivering high-quality, empathetic service
• Ability to work within a team and commit to an ongoing learning process
• Willingness to undergo a criminal history and reference check
• At least 12 months previous experience in customer service with a familiarity of Key Performance Indicators is essential

Ready to make an impact?
Apply now and help us support our members with the care and service they deserve.

PLEASE NOTE: To be considered for this opportunity, candidates must be currently residing in Melbourne and able to reliably commute to our Docklands office for training and ongoing attendance requirements. Applications from overseas candidates without current Australian work rights will not be considered.