Customer Relations Specialist

Take the next step in your career!  Join our Personal Injury Team for an exciting opportunity as a Worker Compensation Customer Relations Specialist.

The Personal Injury Customer Relations (PICR) team is committed to conducting independent Internal Reviews of adverse claims decisions and resolving escalated complaints for personal injury claimant’s fairly, timely and cost-effectively, meeting all regulatory standards and legislative requirements.

You will join a fantastic, customer obsessed team, who are devoted problem solvers, dedicated to getting the right outcomes for our customers.

What you’ll do

• Undertake internal reviews of adverse claim decisions as requested by our customers, ensuring you deliver outcomes in accordance with regulatory standards and legislative requirements best supporting the objectives of the personal injury scheme we work within.
• Deliver responses to escalated complaints, in accordance with all regulatory standards and legislative requirements, in a way which best supports the objectives of the personal injury schemes we work within
• Assist with incoming call complaints to address customer complaints in a timely manner
• Be a pro-active team member, supporting the work of the Leader and Senior Customer Relations Specialists to lead, manage and deliver the operational requirements of the team
• Be a pro-active team member, supporting the work of other members of the team as required, including in areas such as workload management, peer reviewing., buddying, mentoring and training and providing technical support, and advice to your workers compensation colleagues
• Ensure accurate recording and maintenance of data, records, and information relevant to internal reviews and escalated complaints
• Ensure that all Privacy standards and requirements are maintained and met, to minimise the risk of exposure of claimants personal and health information

What you’ll bring

• Insurance Claims experience, experience in the NSW Worker Compensation framework will set you apart from the rest!
• Demonstrated ability to interpret and apply legislation to deliver soundly based decisions within statutory timeframes
• Strong technical skills, in an insurance setting, workers compensation preferred
• You will have excellent attention to detail and well-developed writing skills
• Ability to hit the ground running and work in a fast-paced environment
• Qualifications in Law, Insurance, Medical, Allied Health or related disciplines will be an added advantage
• Qualifications and/or experience in Dispute Resolution and/or complaints handling will be an added advantage

Apply now

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Advertised: 14 Jul 2025 AUS Eastern Standard Time
Applications close: 25 Jul 2025 AUS Eastern Standard Time