Case Manager

Employers Mutual; Tweed Heads; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Work from home flexibility

Monthly rostered days off

9-day fortnight

Discounted health insurance

Job summary

EML in Tweed Heads is seeking a compassionate Case Manager to support people through workers’ compensation and personal injury journeys. You’ll manage a portfolio of physical and psychological claims, build trusted relationships with injured workers, employers and clinicians, and design tailored recovery plans to promote timely return-to-work.

No prior case management is required—your empathy, solution-minded approach and strong communication will help you thrive.

Qualifications

• Experience in customer service or frontline roles.
• Ability to learn new systems.
• Strong communication and people skills.
• Willingness to engage with injured workers and stakeholders.

Responsibilities

• Manage a full portfolio of physical and psychological injury claims.
• Build strong relationships with injured workers, employers, treating practitioners and rehabilitation providers.
• Implement proactive strategies to support timely recovery and return-to-work outcomes.
• Collaborate with internal and external stakeholders to design personalised treatment and recovery plans.
• Navigate challenging conversations with confidence, empathy and resilience.

Skills

Customer service

Empathy

Communication

Resilience

Problem-solving

Team collaboration

Job description

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

We're now welcoming applications for Case Managers to join our supportive, purpose-driven team in Tweed Heads. This is deeply meaningful work where your empathy, problem-solving and commitment have a profound impact every single day.

As part of our interview process, shortlisted candidates will need to be available to attend a face-to-face group interview on 29 or 30 September and be available to commence work on 2 November 2026.

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.

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?

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

• A diverse and collaborative team culture like no other
• Flexibility to work from home to support work/life balance
• A corporate wellbeing program with discounted health insurance and gym membership
• Generous discounts from over 350 retailers through our RewardsHub program
• Comprehensive learning and development opportunities to help you reach your full potential
• Access to support and counselling services with work or personal matters, through our Employee Assistance Program
• Companywide events to stay connected and celebrate success
• Entitlement to annual company incentive scheme + salary reviews
• Up to 16 weeks paid parental leave, plus super