Certifying our customer service experts

Last month we kicked off an exciting new initiative to provide tertiary qualifications to some of Medibank’s most important staff members, our Customer service team.

About 50% of our customer service team start with us with no tertiary qualification, so I’m thrilled that our new partnership with Swinburne University means that after 40 weeks of induction and training, employees will be able to earn a Certificate III of Customer Engagement.

In this first year, we expect around 200 employees will complete the tertiary qualification – all while on the job. It’s a program that will benefit our customers too - as we continue to move towards providing a broader range of help and support. Customers will be able to visit a store, or pick up the phone to one of our local call centres, and have an expert ready to guide them through the health system and connect the dots.

I’m truly excited to see our people learn and grow, and continue to provide better service to our customers.

Czarina Howells

Head of Commercial Sales at Melbourne Business School

7 年

Great initiative David. Our interpreters at VITS Australia are highly qualified and NAATI accredited. We can assist your contact centres when taking calls from the Non-English demographic and guiding them through the health system and connecting the dots.

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Ben Shipley

Chief Customer Officer @ TTP Outsourcing | Sourcing the best offshore talent The Philippines has to offer

7 年

This is a really exciting advancement and one that serves your staff and your customers beyond the norm. Congrats.

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Ben Shipley

Chief Customer Officer @ TTP Outsourcing | Sourcing the best offshore talent The Philippines has to offer

7 年
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