Case Manager

Eml Group; Tweed Heads; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

RewardsHub discounts

Wellbeing program

Learning and development

Annual incentive scheme

Job summary

EML Group in Tweed Heads is seeking a dedicated claims professional to manage a portfolio of workers' compensation claims. You will liaise with injured workers, employers and health professionals to support timely recovery and return-to-work outcomes.

The role is full-time, permanent, with hybrid work options (up to 2 days work from home after probation). Strong customer service, communication, and collaboration are essential.

Qualifications

• Strong customer service experience in medical, insurance, hospitality or corporate fields.
• Excellent communication and rapport-building skills.
• Ability to thrive in a fast-paced, collaborative team environment.

Responsibilities

• Manage a full portfolio of workers' compensation claims.
• Build empathetic relationships with injured workers, employers and practitioners.
• Develop proactive strategies to support timely recovery and return-to-work outcomes.
• Collaborate with stakeholders to design personalised treatment and recovery plans.
• Navigate challenging conversations with confidence and empathy.

Skills

Customer service

Communication

Team collaboration

Tech literacy

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 Tweed Heads Emergency Services team and manage your own portfolio of workers compensation claims while liaising with injured workers, their employers, and Allied Health professionals. This role will also involve working with internal specialists to create a strategic plan, helping injured workers get back to work as quickly and safely as possible.

This will be a full time, permanent position based in our Tweed Heads office, with work-from-home flexibility (up to 2 days per week) considered from month three, subject to performance and approval.

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

• 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

You’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 families
• Company-wide celebration events that keep us connected.
• Annual incentive scheme + regular salary reviews.

Ready to Make an Impact?