Case Manager: Own Complex Cases & Drive Outcomes

Michael Page; City of Brisbane; On-site; AUD 76,000 - 92,000; Full time

Benefits offered by this job

Comprehensive training

Career progression

AI and automation exposure

Modern Brisbane offices

Weekdays only

Wellbeing initiatives

Job summary

Michael Page in Brisbane is seeking a proactive Case Manager to manage a portfolio of customer enquiries and cases from initial contact through to resolution.

You will assess individual circumstances, coordinate stakeholders and identify practical solutions while ensuring a high-quality customer experience. This role includes development opportunities and progression within a growing organisation.

Qualifications

• Experience managing cases, claims, enquiries or customer portfolios.
• Strong problem-solving and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Confidence handling complex or sensitive discussions.
• Strong organisational skills and attention to detail.
• Ability to manage competing priorities.
• A proactive, customer-focused approach.
• Confidence using and learning new technology.
• Full Australian working rights.

Responsibilities

• Manage a portfolio of customer enquiries and cases
• Investigate circumstances and assess outcomes
• Build trusted relationships with customers and stakeholders
• Resolve complex issues and identify solutions
• Handle sensitive conversations with professionalism and empathy
• Collaborate with internal teams to drive outcomes
• Maintain accurate records and documentation
• Prioritise competing demands in a fast-paced environment
• Take ownership of cases through to resolution
• Contribute to process and customer experience improvements

Skills

Case management

Problem solving

Stakeholder management

Communication skills

Decision making

Organisational skills

Prioritisation

Customer focus

Tech-savvy

Australian work rights

Job description

Michael Page in Brisbane is seeking a proactive Case Manager to manage a portfolio of customer enquiries and cases from initial contact through to resolution.

You will assess individual circumstances, coordinate stakeholders and identify practical solutions while ensuring a high-quality customer experience. This role includes development opportunities and progression within a growing organisation.