About the Role This hands-on role is ideal for a team leader who understands the critical role of inbound and outbound customer service calls in supporting and growing a loyal membership base. You'll oversee membership operations, credentialing processes, and work across departments to ensure a seamless and positive member experience, while coaching a small team to deliver the highest level of service. Key Responsibilities Provide direct customer service via phone and email , including handling inbound and outbound member calls. Lead the team in delivering exceptional member support and service. Develop and implement strategies to enhance member recruitment, engagement, and retention . Maintain and improve membership CRM systems and data processes. Oversee credentialing procedures and provide secretariat support for relevant committees. Liaise with external bodies, including government agencies and private health insurers. Collaborate with internal teams on member value communications and engagement initiatives. Track and report on membership metrics, feedback, and service trends. KEY REQUIREMENTS Essential: Demonstrated experience in a member-based organisation or similar environment . Understanding of credentialing or accreditation processes. Strong customer service background with experience handling both inbound and outbound calls . Previous leadership or team coordination experience in a service role. Excellent interpersonal and communication skills (verbal and written). Ability to multitask, prioritise, and meet deadlines in a fast-paced setting. Proficient in Microsoft Office (especially Excel) and CRM/database systems. Desirable: Experience in the not-for-profit sector or a mission-driven organisation. Knowledge of iMIS Enterprise (Certified iMIS User desirable). Familiarity with privacy laws and data breach protocols. Experience with learning management systems (LMS). Benefits Contribute to meaningful work that supports professionals in health and education. Flexible, hybrid work arrangements. Salary packaging benefits up to $15,900 annually (PBI). Supportive, values-driven team environment with opportunities to grow. If you are an experienced membership professional with strong customer service and call-handling experience? you will be joining a respected national not-for-profit, where you will lead a small, dedicated team and play a key role in driving member satisfaction, retention, and growth. To apply or learn more , please email mary.deandrade@expresspros.com.au
