Case Manager

eml; Gosford; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Discounts with retailers and partners

Wellbeing program and health discounts

Learning and development

Job summary

EML in Gosford is seeking a Case Manager to join the IfNSW team on a permanent full-time basis. You will manage a portfolio of physical and psychological injury claims, building strong relationships with injured workers, employers, practitioners and rehabilitation providers to support timely recovery and return-to-work outcomes.

The role requires empathy, proactive problem-solving and resilience in a fast-paced, collaborative environment.

Qualifications

• Strong customer service experience with a passion for helping people in medical, hospitality, retail or corporate fields.
• 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.

Responsibilities

• 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 personalized treatment and recovery plans.
• Navigating challenging conversations with confidence, empathy and resilience.

Skills

Customer service

Communication

Team collaboration

Tech literacy

Empathy

Tools

CRM systems

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.

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 IfNSW team in Gosford on a Permanent - Fulltime basis. This is deeply meaningful work where your empathy, problem-solving and commitment have a profound impact every single day.

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 personalized 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?

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.