Case Manager

EML; Canberra; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Discounts at retailers via RewardsHub

EAP and wellbeing programs

Annual salary reviews

Job summary

EML is Australia’s largest specialist in personal injury claims management, seeking a Case Manager for our Federal Self Insurance team in Canberra on a permanent, full-time basis. You will manage a portfolio of cases, support employees and employers through recovery and return-to-work processes with empathy and clear communication.

The role offers hybrid work options, a supportive environment, and opportunities for professional growth within a purpose-driven organisation.

Qualifications

• Experience in customer service or client-facing roles.
• Strong communication and listening skills.
• Ability to build relationships with employees, employers and stakeholders.
• Comfort with navigating complex information and policies.

Responsibilities

• Manage a portfolio of cases from intake to resolution.
• Support employees and employers through recovery and return-to-work processes.
• Collaborate with internal and external stakeholders to develop personalised plans.
• Apply relevant legislation and policies to ensure effective case management.

Skills

Customer service

Communication

Empathy

Problem-solving

Teamwork

Adaptability

Tools

MS Office

Digital platforms

Job description

Why Join EML?An Award-Winning Celebratory Culture That Recognises YouEML 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 LifeAfter your probation (subject to performance), you have the flexibility to work from home along with the choice between:Monthly rostered days off, orA 9-day fortnightgiving you more control over your time and work life balance.Grow With a Specialist OrganisationBecause 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 EMLAre 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 DoingManaging 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 ForIt’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 EMLYou’ll enjoy a range of benefits designed to support your wellbeing, growth and success: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 familiesCompany-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.Apply now and help people get their lives back.