Case Manager

Michael Page; City of Brisbane; On-site; AUD 76,000 - 92,000; Full time

Benefits offered by this job

Comprehensive training

Career progression

AI and automation exposure

Modern Brisbane offices

Weekdays only

Wellbeing initiatives

Job summary

Michael Page in Brisbane is seeking a proactive Case Manager to manage a portfolio of customer enquiries and cases from initial contact through to resolution.

You will assess individual circumstances, coordinate stakeholders and identify practical solutions while ensuring a high-quality customer experience. This role includes development opportunities and progression within a growing organisation.

Qualifications

• Experience managing cases, claims, enquiries or customer portfolios.
• Strong problem-solving and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Confidence handling complex or sensitive discussions.
• Strong organisational skills and attention to detail.
• Ability to manage competing priorities.
• A proactive, customer-focused approach.
• Confidence using and learning new technology.
• Full Australian working rights.

Responsibilities

• Manage a portfolio of customer enquiries and cases
• Investigate circumstances and assess outcomes
• Build trusted relationships with customers and stakeholders
• Resolve complex issues and identify solutions
• Handle sensitive conversations with professionalism and empathy
• Collaborate with internal teams to drive outcomes
• Maintain accurate records and documentation
• Prioritise competing demands in a fast-paced environment
• Take ownership of cases through to resolution
• Contribute to process and customer experience improvements

Skills

Case management

Problem solving

Stakeholder management

Communication skills

Decision making

Organisational skills

Prioritisation

Customer focus

Tech-savvy

Australian work rights

Job description

Manage a portfolio of customer enquiries and cases, delivering positive outcomes through problem-solving, stakeholder engagement and case ownership. This is an opportunity to build a long-term career in a growing organisation that invests in development, technology and internal progression.

Our client is a rapidly growing organisation investing heavily in its people, technology and future growth.

Due to continued expansion, they are seeking motivated Case Managers to join a high-performing team. You'll manage your own portfolio, navigate complex situations and play a key role in delivering positive customer outcomes.

Description

As a Case Manager, you'll manage customer enquiries and cases from initial contact through to resolution.

Acting as the primary point of contact, you'll assess individual circumstances, coordinate stakeholders and identify practical solutions while ensuring a high-quality customer experience.

Description

As a Case Manager, you'll manage customer enquiries and cases from initial contact through to resolution.

Acting as the primary point of contact, you'll assess individual circumstances, coordinate stakeholders and identify practical solutions while ensuring a high-quality customer experience.

Key Responsibilities

• Manage a portfolio of customer enquiries and cases
• Investigate circumstances and assess outcomes
• Build trusted relationships with customers and stakeholders
• Resolve complex issues and identify solutions
• Handle sensitive conversations with professionalism and empathy
• Collaborate with internal teams to drive outcomes
• Maintain accurate records and documentation
• Prioritise competing demands in a fast-paced environment
• Take ownership of cases through to resolution
• Contribute to process and customer experience improvements

Profile

The Successful Applicant

You thrive on solving problems, building relationships and finding solutions in complex situations.

Backgrounds We’d Love to See

• Insurance Claims
• Case Management
• Customer Service
• Complaints Resolution
• Contact Centre or High-Volume Service Environments

You’ll Bring

• Experience managing cases, claims, enquiries or customer portfolios
• Strong problem-solving and decision-making skills
• Excellent communication and stakeholder management abilities
• Confidence handling complex or sensitive discussions
• Strong organisational skills and attention to detail
• Ability to manage competing priorities
• A proactive, customer-focused approach
• Confidence using and learning new technology
• Full Australian working rights

Job Offer

What’s on Offer

• $84,000 package inclusive of superannuation
• Annual bonus of up to $5,000
• Comprehensive training
• Clear career progression pathways
• Exposure to innovative technology, AI and automation
• Modern Brisbane offices
• Monday to Friday hours, no weekends
• Supportive leadership and ongoing development
• Employee wellbeing initiatives
• Greater ownership and responsibility than a traditional contact centre role

If you're looking for a career where you can solve problems, take ownership and make a genuine impact, we'd love to hear from you.