Case Manager

EML Group; Gosford; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid work

Fitness/Wellbeing discounts

RewardsHub discounts

Learning & development

Annual salary reviews

Job summary

EML Group in Gosford is seeking a dedicated professional to join our NSW RIS team, managing a full portfolio of detached NSW Police workers' compensation claims. You will liaise with injured workers, employers, and health professionals, and help shape tailored recovery plans.

Based in our Gosford office with flexibility to work from home up to 2 days, you will collaborate with internal teams and external stakeholders to support timely return-to-work outcomes and durable wellness for clients.

Qualifications

• Experience in customer service within medical, hospitality, retail or corporate fields.
• Strong communication and rapport-building skills.
• Ability to thrive in a fast-paced, collaborative team.
• Good computer literacy and quick learning of new systems.
• Customer-first mindset with resilience and initiative.

Responsibilities

• Managing a full portfolio of physical and psychological injury claims.
• Building empathetic relationships with injured workers, employers and providers.
• Implementing proactive strategies to support timely recovery and return-to-work.
• Collaborating with stakeholders to design personalised recovery plans.
• Navigating conversations with confidence, empathy and resilience.

Skills

Customer service

Communication

Team collaboration

Computer literacy

Empathy

Initiative

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

Join our IfNSW RIS team and manage your own portfolio of detached NSW Police workers compensation claims. Liaise with injured workers, their employers, and Allied Health professionals. You will also work with internal specialists to create a strategic plan to help injured workers get back into work and wellness in a durable and safe fashion.

This will be a full- time, permanent position based in our Gosford office with flexibility to work from home up to 2 days.

What You’ll Be Doing

• Managing a full portfolio of physical and psychological injury claims.
• Building strong, empathetic relationships with injured workers, employers, treating practitioners and rehabilitation providers.
• Implementing proactive strategies to support timely recovery and return‑to‑work outcomes.
• Collaborating with internal and external stakeholders to design personalised treatment and recovery plans.
• Navigating challenging conversations with confidence, empathy and resilience

What We’re Looking For

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

• Strong customer service experience with a passion for helping people within a medical, hospitality, retail or corporate field?
• The ability to thrive in a fast paced, collaborative team?
• Good computer literacy with the ability to learn new systems?
• Strong communication, resilience and a customer‑first mindset for effective rapport‑building?
• Creativity, curiosity and initiative when engaging with stakeholders?

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?