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Team Leader - Acquisition & Retention Campaigns (Member Contact Centre)

GMHBA - Geelong, VIC

Customer Service & Call Centre
Source: uWorkin


Full Job Description
We have an exciting opening for an experienced Team Leader to join our Customer Contact Centre’s Acquisition and Retention Campaigns team. This is a permanent full-time position based in our Geelong Head Office.

About the role

Within this role you'll lead a team of Customer Service Advisors who provide industry leading member experience looking after our existing membership base through inbound and outbound retention campaigns, designed to make sure our members make the most of their insurance and introducing new members to our health insurance products under our GMHBA and Frank brands.

As the Team Leader, you’ll be responsible for the day-to-day management of the operations of your team, ensuring they deliver an exceptional customer experience and achieve all core operational objectives and key results. You’ll provide detailed specialist knowledge to their team on operational matters and provide regular coaching to ensure compliance to agreed quality standards.

About you

To be successful, you'll need to demonstrate the following skills and experience:


Experience in a people leadership role where you have demonstrated an ability to coach, mentor and develop team members and to deliver constructive feedback in a considered way.
Experience in a sales, retention and service environment that requires a high degree or problem solving, professional collaboration and complaint management and resolution
Ability to make sound decisions and show good judgment under pressure, where information is ambiguous
Strong communication skills with the ability to communicate technical concepts to others
Strong organisational and time management skills with the ability to plan and prioritise workload against business and customer needs.
Strong track record of delivery against core operational metrics
Flexible approach to work and adaptable to thrive in and support a changing environment
Intermediate computer literacy skills including competent use of Microsoft Office

Highly Desirable

Operational experience in leading and supervising small to medium teams within a service and/or contact centre environment
Experience working in private health insurance or related sector such as banking, general insurance or member based organisations or non for profits, with an understanding of back office operations including technical process, systems and products.
Demonstrated knowledge of call center operations, metrics and related technology
Tertiary qualification in a relevant area i.e. business, finance, frontline management or by equivalent experience

Let's get started?

Submit your application TODAY via the form below. Download the full position description for more information.

Have Questions? Contact careers@gmhba.com.au

At GMHBA we celebrate and harness diversity and consider it a competitive advantage. We encourage applicants from all diverse backgrounds.
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