About the Opportunity

Exciting opportunities across New Claims and Claims Management to grow your career at WorkCover and play a pivotal role as Customer Manager in leading through change, delivering exceptional customer service, and actively contributing to our 2030 strategy. In this role, your key responsibilities will include

• Lead, coach, and mentor a team to ensure performance indicators and objectives are achieved, and the team is successfully managed through organisational change.

• Relationship manage a portfolio of industry-aligned customers and actively undertake relationship-building activities with key stakeholders.

• Provide expert guidance and support on statutory and common law claims management and premium issues.

• Develop, encourage, and implement strategies for work practice improvements.

• Manage customer feedback and escalations, providing feedback and coaching to team members.

What we are looking for:

To thrive in this role, you'll bring:

• Change management experience, including leading people through change to achieve business outcomes.

• Ability to create a team culture that allows people to grow and develop.

• Proven ability to lead a team to achieve goals and build mutually rewarding relationships between members.

• Ability to interact and empathise with customers to understand their position and how we can best deliver outcomes for them.

• A proven ability to effectively plan and think ahead with the ability to organise responsibilities, meet deadlines, and maximise work output.

• Experience in a commercial insurance environment and/or in the management of personal injury claims (highly desirable)

How do I apply?

To express your interest, please submit your resume and a one-page response to the following criteria: 

1. Describe your approach to delivering effective customer service and creating positive customer outcomes. Please provide a specific example that demonstrates how you’ve gone above and beyond for a WorkCover customer. In your response consider:

• The customer's challenge or issue
• Actions you took to resolve it
• How you showed leadership, initiative, or collaboration
• The result for the customer and the business
• What you learned and how it shaped your future approach

2. Describe how you would approach leading a team through change, with a focus on maintaining engagement, adaptability, and alignment to WorkCovers 2030 Strategy In your response consider:

• The key steps or strategies you would use to lead through change
• How you would keep your team informed, supported, and motivated

3. Describe how you have contributed to driving high performance within a team, and how you would use that experience to lead your own team to achieve similar results. Please provide a specific example that demonstrates this. In your response, consider:

• The approach you took and the results achieved
• The methods you’ve used to monitor, measure, and improve your performance and the teams
• How you would leverage your this experience to set expectations, motivate, and develop your own team to achieve sustained high performance and alignment with organisational goals.

Please note applications will close Friday 8th August 5:00pm. If you have any questions regarding this opportunity, please contact Erin Leftwich, Head of Claims Enablement.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds. 

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them. 

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).