Case Manager

Eml Group; Canberra; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Discounts via RewardsHub

Corporate wellbeing program

Learning & development programs

Employee assistance program (EAP)

Job summary

EML Group is seeking a Case Manager for our Federal Self Insurance team in Canberra. You will manage a portfolio of cases through recovery and return-to-work processes, building strong relationships with employees, employers and stakeholders to achieve positive outcomes.

After probation, you may work from home with flexible arrangements, and you’ll benefit from our supportive culture, development pathways and a focus on wellbeing and recognition. This role is permanent and full-time.

Qualifications

• Strong customer service experience across relevant sectors (medical, hospitality, retail, corporate or professional services).
• Excellent communication skills in a fast-paced, collaborative environment.
• Good computer literacy; comfortable navigating new systems and digital platforms.
• Ability to build relationships with employees, employers and stakeho lders, and to apply policy and compliance requirements.

Responsibilities

• Manage a portfolio of cases through recovery and return‑to‑work processes.
• Build empathetic relationships with employees, employers and stakeholders.
• Implement proactive strategies to support timely recovery and return‑to‑work outcomes.
• Collaborate with internal/external stakeholders to develop personalised recovery plans.
• Navigate complex situations with confidence and empathy.
• Apply applicable legislation and policies to ensure effective case management.

Skills

Customer service

Communication

Problem-solving

Computer literacy

Tools

CRM systems

Digital platforms

Job description

Why Join EML?

An Award-Winning Celebratory Culture That Recognises You

EML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported.

Flexibility That Supports Your Life

After your probation (subject to performance), you have the flexibility to work from home along with the choice between:

• Monthly rostered days off, or
• A 9-day fortnight

giving you more control over your time and work life balance.

Grow With a Specialist Organisation

Because personal injury is the only thing we do, EML offers one of the most stable and future‑focused careers in the industry. Our deep expertise, purpose‑driven work and development pathways help you build a long‑term career in a field where your skills will always be in demand. EML’s investment in AI‑powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people’s lives.

Make a real difference in people's lives with EML

Are you passionate about helping people get their lives back after injury or illness?

As Australia’s largest specialist in personal injury claims management, our sole focus is helping people return to work safely and confidently after a workplace incident.

We’re now welcoming applications for a Case Manager to join our supportive, purpose‑driven Federal Self Insurance team in Canberra on a permanent, full‑time basis. This is deeply meaningful work where your empathy, problem‑solving and commitment have a profound impact every single day.

Our Federal Self Insurance team supports employees across the federal government through the management of workers compensation claims under the Safety, Rehabilitation and Compensation (SRC) scheme. You’ll work closely with employees, employers and key stakeholders to support recovery, rehabilitation and positive return‑to‑work outcomes.

What You’ll Be Doing

• Managing a portfolio of cases, supporting employees and employers throughout the recovery and return-to-work process.
• Building strong, empathetic relationships with employees, employers and key stakeholders.
• Implementing proactive strategies to support timely recovery and positive return-to-work outcomes.
• Collaborating with internal and external stakeholders to develop personalised recovery and return-to-work plans.
• Navigating complex situations and challenging conversations with confidence, empathy and resilience.
• Applying relevant legislation, policies and compliance requirements to ensure effective case management.

What We’re Looking For

It’s okay if you haven’t done this before. What matters most is your commitment to helping others, which can make you a great fit for the role. Do you have…

• Strong customer service experience and a passion for helping people within a medical, hospitality, retail, corporate or professional services environment?
• The ability to thrive in a fast‑paced, collaborative team while managing competing priorities?
• Good computer literacy, with the confidence to learn new systems and navigate digital platforms?
• Strong communication skills, resilience and a customer‑first mindset to build effective relationships?
• Sound problem‑solving skills, attention to detail and the ability to work with complex information?
• Creativity, curiosity and initiative when engaging with stakeholders and finding solutions?
• Experience in workers compensation or the SRC scheme is beneficial but not essential. We welcome candidates with transferable skills who are eager to learn and build a career in claims management.

Why You’ll Love Being Part of EML

• Hybrid work options for better balance.
• Fitness Passport providing heavily discounted access to your local gyms, pools and fitness facilities.
• Discounts at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.
• Corporate wellbeing program, including gym and health insurance discounts.
• Comprehensive learning and development tailored to help you grow.
• More than a traditional Employee Assistance Program, our EAP provides access to professional medical advice and safety features for our employees and their families
• Company‑wide celebration events that keep us connected.
• Annual incentive scheme + regular salary reviews.

Ready to Make an Impact?

If you’re looking for a purposeful, people‑focused career with stability, balance and a culture that celebrates you we would love to hear from you.