Head of Contact Centres



Will you actively create a healthier future for tomorrow? At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community. We celebrate diversity of thought because we want to make better decisions for our customers.

As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers. What’s the story? Medibank is in the process of transforming our customer channels.

We are looking for a visionary leader to support our brilliant customer contact centre team and deliver the next leap forward in customer and team member experience. In this position you will join Medibank at the start of our journey in the new 3-year channels strategy. Reporting directly the Senior Executive, Medibank Customer Channels, and acting as a key member of the Customer Channels Leadership Team, you will have the opportunity to drive transformation across our contact centres.

How will you create value? You will lead the development of the Customer Contact strategy, in support of Customer Channels strategy. You will leverage technological innovation to create better customer and frontline team member experience, whilst delivering consistent productivity benefits and employee engagement outcomes. You will contribute to the development of an integrated channel and distribution strategy for Customer Channels and maintain strong cross-channel alignment and collaboration to maximise consistency of the customer experience.

You will develop the annual Business Plan in conjunction with the Senior Executive, Customer Channels. You will manage Customer Service operations to ensure the delivery of all performance metrics for Medibank Consumer, Corporate and Overseas members. You will drive Medibank’s people strategies by continuously driving a high performing culture, increasing capability and actively managing talent.

What are we looking for? We are looking for a senior leader with extensive experience leading large, high performing and effective specialised teams, with proven results building people capability and engagement. Your career anchor will be contact centres, preferably in a member or service-based industry, with a track record in leading significant transformation programs by collaborating across channels. More about you: You are a team player who thrives in collaborative environments.

You are not ego driven, instead, you get out of bed each day motivated to deliver on what is best for your team and the customer. You are an expert in how technology can improve customer experience and deliver productivity benefits. You have a strong strategic focus, but able to maintain an intimacy with day to day operations and opportunities.

You have demonstrated success delivering material productivity agendas, using data driven methodology..

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28 May 2020


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