Pros
Leaders are willing to be somewhat flexible with scheduling if I have commitments outside work or need to take leave. Very easy to maintain work-life balance in WFH roles. Work well and truly starts with logging in and ends with logging off 8 hours later. Never had a team leaders try to drag me into the office on rostered days off in all my time working there. Affordable subsidised health insurance. Genuine focus on diversity and inclusion. Good future vision for the business in theory.
Cons
Like any call centre job, comes with a high risk of burnout. Very little chance for promotion or exploring more specialised departments within the business, unless you a rare secondment opportunity comes up, or you like dealing with the angriest customers. Under the current model, has become KPI-obsessed to the point of micromanagement. Being harassed about incoming calls in the queue, when I am already busy with another customer, has turned into a daily occurrence, thanks to the recent hyperfixation on having as many customers served by consultants local to their region as possible. I have even seen other team members taking time out of rostered breaks to satisfy their pestering (which is a Fair Work Ombudsman complaint waiting to happen if ever leaders start encouraging it). Apart from regular meetings or skilling, off-phones tasks we are expected to do often do not have time allocated to do them, despite phone agents often not having time to even breathe between calls. Regular IT issues. Correspondence mailhouse outages, problems with the My Medibank app, etc. are frequent. Especially frustrating when MFA tools break and we need to rely on secondary methods to verify customers' identity, as whether this is taken into account by Q&A assessors or not seems arbitrary (and will lead to a failed assessment if they don't). Seem to be happy to haemorrhage customers in areas affected by store closures (especially those with higher concentrations of elderly members), or due to competitors beating them on benefits for many extras/ancillary services. Seem extremely slow to respond to this. The suggestion to counteract this by working "value-adding" services Medibank offers (such as the 24/7 Nurse and Mental Health Support phone lines) into the conversation feels very out-of-touch when dealing with customers angry about getting a ~$30 return on a $300 pharmaceutical claim. As useful as these could be to members in other circumstances, I question how useful they really are for retention purposes. Have occasionally been pressured to take annual leave when my leave balance exceeds 1 month's worth of shifts, when I can only be forced to take leave when my balance exceeds 8 weeks. Salary is liveable but could be better.