Case Manager - 12 Month FTC

Toll Group; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work options

Supportive team environment

Full training provided

Office location: Collins St

Job summary

Toll Group in Melbourne is seeking a Case Manager to support Australian Defence Force Members and their families during relocation. You will act as the single point of contact, ensuring a seamless end-to-end relocation experience with policy compliance and clear communication.

Key responsibilities include end-to-end case management, advocacy, and timely responses to enquiries, while upholding policy and KPI standards.

Qualifications

• Case management experience in a similar role would be advantageous.
• Ability to interpret policy and legislation.
• Effective communication skills, both written and verbal, with diverse stakeholders.
• Strong attention to detail and time management skills.
• Proficiency in Microsoft applications.
• Mandatory: Australian Citizenship or Permanent Resident.

Responsibilities

• Deliver a high-quality end-to-end relocation experience for ADF members and their families through case management, policy compliance, advocacy and escalation resolution.
• Manage expectations by ensuring Members understand service scope and relocation lifecycle.
• Administer Defence relocation policy and entitlements in line with policy and client KPIs.
• Respond to routine telephone and email enquiries.

Skills

Case management

Policy interpretation

Communication skills

Attention to detail

Time management

Australian Citizenship or PR

Tools

Microsoft Office

Job description

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Global Logistics provides sophisticated supply chain solutions, from end-to-end or part solutions, warehousing and distribution to dedicated transport solutions, across the globe and to some of the most remote corners of the world.

Government & Defence provides specialised logistics expertise, including relocation services. We work with clients at all levels of government to deliver an extremely diverse range of logistics solutions - from the distribution of healthcare products, managing the relocation of their employees, delivering fleets of government vehicles, through to helicopter rescue services.

The Opportunity

Due to ongoing growth within the business we have an exciting opportunity for a Case Manager to join our Government & Defence team in our Melbourne Office.

You will play a crucial role in supporting relocation initiatives by being the single point of contact for Australian Defence Force (ADF) Members & their families during their relocation across Australia. Our team strive to ensure that all ADF Members experience a superior relocation.

As a Case Manager, your responsibilities will include:

• Delivering a high-quality end to end relocation experience to your relocating ADF members and their families through world class case management, policy compliance, advocacy and escalation resolution.
• Expectation management ensuring Members and their families understand service scope and the relocation life cycle.
• Proactive and technically competent administration of Defence relocation policy & entitlements ensuring benefits and entitlements are in accordance with policy and client key performance indicators.
• Responding to routine telephone and email enquiries

About you:

• Case management experience in a similar rolewould be advantageous (i.e., global mobility, assignment management, insuranceor travel)
• The ability to interpret policy and legislation
• Effective communication skills, both written and verbal, with the ability to interact professionally with diverse stakeholders
• Strong attention to detail & time management skills
• Proficiency in all Microsoft applications
• Mandatory: Must be an Australian Citizen or Permanent Resident

Benefits:

• Flexible work options available
• Supportive team environment
• Full training provided
• Office location: Collins St, Melbourne CBD - close to public transport

_ Toll is proud to welcome Aboriginal and Torres Strait Islander peoples and invites applications from Indigenous candidates for roles within our Managed Services division. We recognise the value of diverse perspectives and are committed to fostering an inclusive and culturally safe workplace. _

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

To find out more about us visit www.careers.tollgroup.com

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.