Capability Specialist - NSW Workers Compensation

Gallagher Bassett; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

4 weeks annual leave

Novated Leasing opportunities

Two paid volunteer days

Health Insurance Discounts

Employee Stock Purchase Program

Paid parental leave

Flexible and hybrid work arrangements

Job summary

Gallagher Bassett is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

Life at GB is an adventure - fast paced, unpredictable, and deeply rewarding. It is social and engaging, with The Gallagher Way values. Flexible working options and ongoing training support growth and development.

Qualifications

• Significant experience in the workers compensation case management.
• Coaching ability and strong communication skills.
• Knowledge of NSW workers compensation legislation and frameworks.

Responsibilities

• Coach staff and support capability improvements across NSW Workers Compensation.
• Work with teams to identify knowledge gaps and develop coaching programs.
• Prepare reports on coaching delivered and monitor performance.
• Stay updated with regulatory changes and ensure dissemination to Operations Teams.

Skills

Workers compensation

Coaching

Case management

Stakeholder engagement

Job description

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

About us

Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.

In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.

The Opportunity

There are some great things happening at GB as we move through a period of exciting period of transformation and change. And, we want YOU to be a part of it all!

Due to an exciting career progression, we are seeking a Capability Specialist to support our NSW Workers Compensation (Nominal Insurer) function. Reporting to the Manager – Personal Injury Strategy and Implementation, you will be aligned with our claims and rehabilitation personnel for coaching, development and capability improvement activities across both our Sydney CBD and Parramatta branches.

This is an exceptional opportunity to bring your existing skills and experience to a role which truly adds value to the development of our people and service offerings.

How You'll Make An Impact

• Work in partnership with the business and with the Technical Training Team, to support staff transition from technical training into their operational roles including training of processes in an operational environment;
• Supporting and assessing staff against professional standards framework;
• Provide ‘on the-job’ technical and operational training and coaching for new staff or transferred staff in relation to the: ‘how to process’, ‘how to calculate a benefit’, ‘how to triage a new claim’, ‘how to manage a claim’, ‘what tools to use’, etc;
• Work closely with the Technical Training team to identify gaps in staff knowledge/skills, & develop necessary programs or coaching solutions to meet the needs of individual staff;
• Stay abreast of regulatory and legislative changes, changes to procedures and technology and ensure the delivery of relevant information to the Operations Teams;
• Maintain a high level of product knowledge pertinent to icare & SIRA;
• Understand operational systems, processes and procedures to ensure staff queries can be addressed and communicated effectively;
• Support the business unit in relation to championing and implementing changes;
• In liaison with the relevant Team Managers, ensure that capability gaps are identified, addressed and monitored to the required standard of performance;
• Ensure that Processes and Procedures are updated and communicated accordingly;
• Prepare reports and details of coaching delivered;
• Undertake independent call and desktop audits to ensure quality standards are achieved.

About You

We are looking for enthusiastic, compassionate and customer-centric individuals who have:

• Significant experience in the workers compensation case management. Previous experience in a technical or specialist advisory role would be highly regarded;
• A strong knowledge of relevant NSW workers compensation legislation and frameworks;
• Demonstrated coaching ability;
• Exceptional time management and organisational skills – a true “self-starter”!;
• Excellent attention to detail;
• Highly developed communication skills, with the ability to coach and engage at all levels of organisation;
• A strong sense of team and collaboration;
• A resilient attitude.

To be considered for this opportunity you must have right to live and work in Australia when applying.

Unsolicited agency applicants will not be considered for this position.

Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Compensation And Benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
• Novated Leasing opportunities
• Two paid volunteer days annually
• Health Insurance Discounts with our Group Insurance Plan
• Employee Stock Purchase Program
• Paid parental leave

Other benefits include

• Flexible and hybrid work arrangements
• Mental Health and Wellbeing Support for yourself and immediate family members
• Employee Recognition Awards and Service Milestone Recognitions
• Peer Support Program
• Annual flu vaccinations
• Access to Reward Gateway – discount offers at over 350 retailers!
• And more...

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non‑conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.