Senior Member Specialist

Senior Customer Solutions Specialist

Australian Unity - Melbourne

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

The Opportunity

The Senior Customer Solutions Specialist  will play a vital role supporting all our contact centres omni-channels to deliver seamless, high‑quality member experiences, including inbound and outbound interactions. This role provides subject matter expertise to the contact centre, supports identifying skills gap coaching opportunities, providing quality assurance, assists teams in leaders’ absence and supports members directly across all channels. 

The Senior Customer Solutions Specialist enables consultants and specialist across all areas to consistently deliver accurate, empathetic, and effective service, while achieving performance outcomes, managing risk, and embedding Australian Unity’s values of Bold, Warm and Honest in every interaction and decision.

Key Responsibilities

OMNI Channel Service Experience

• Support teams delivering services across all channels, not limited to inbound and outbound calls, web chat, email and emerging channels.
• Subject matter expertise ensuring all experiences are timely and accurate
• Ensure consistent service quality, tone, and accuracy regardless of channel or enquiry type delivering brand and CVP outcomes.

Individual & Teamwork

• Collaborate proactively with your leader to identify development opportunities and take ownership of your growth.
• Play an active role in building a positive, collaborative team culture that supports shared success across the Contact Centre.
• Demonstrate accountability by consistently achieving individual KPIs and seeking opportunities to exceed expectations through initiative and continuous improvement.

Continuous Improvement & Change

• Champion continuous improvement and change initiatives across the team and contact centres.
• Lead the successful adoption of new ways of working, systems, processes, or service models.
• Provide feedback and insights from day‑to‑day operations to inform improvements to service design, capability, and tooling.

Applications Close: July 9th, 2026

You will bring:

• Subject matter expertise and demonstrated experience developing individuals/ teams in a contact centre or complex service environment.
• Proven ability to coach performance and build capability across multiple service channels.
• Strong understanding of member‑centric service delivery and risk‑aware decision‑making.
• Proficiency in relevant systems and reporting tools (e.g. CRMs, telephony, digital platforms).

Why Join Us?

At Australian Unity, we provide a supportive, flexible and purpose‑driven environment where you can make a meaningful impact.

You will enjoy:

• Competitive salary + bonus program
• Additional wellbeing and community leave days
• 14‑week paid parental leave (equal for all parents)
• Hybrid working model
• Employee Assistance Program
• Flare / Maxxia Rewards – discounted retail, travel, entertainment
• Discounts on Australian Unity products including Health, General Insurance and more
• Access to LinkedIn Learning and professional development programs

If you’re looking to step into a leadership role where you can make a meaningful impact across a purpose‑driven organisation, we’d love to hear from you. Apply now and join us in shaping better outcomes for our members and community.

For further benefits visit: https://www.australianunity.com.au/careers/culture

 Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.