Claims Advisor

EML Group; Newcastle City Council; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Monthly rostered days off

9-day fortnight

Work from home flexibility

RewardsHub discounts

Discounted health insurance

Gym membership

Annual incentive & salary reviews

Up to 16 weeks parental leave

Job summary

EML Group in Newcastle is seeking Claims Advisors to support workers and employers through the claim journey. You will assist with documentation, provide timely access to services, and collaborate with injury management specialists to ensure excellent customer care.

After probation, you may have flexible work options including from home, plus the role offers a stable career path within a dedicated team focused on return-to-work outcomes and empathetic service delivery.

Qualifications

• Empathy and strong customer service focus.
• Excellent listening skills and clear communication.
• Comfortable with working across multiple systems and processes.
• Attention to detail and eagerness to learn and grow.
• Proficient use of Microsoft Office Suite.

Responsibilities

• Assist workers and employers with the claim process and relevant documents to enable timely access to services.
• Proactively manage cases to achieve early sustainable return to work.
• Ensure allocated work is completed within defined timeframes.
• Handle telephone enquiries per EML guidelines and policy.
• Collaborate with Injury Management Specialists to provide expert advice and support.
• Record and maintain accurate case information.

Skills

Empathy

Customer service

Communication skills

Problem solving

Attention to detail

Multi-system experience

Microsoft Office

Tools

Microsoft Office Suite

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 Claims Advisors to join our supportive, purpose‑driven team in Newcastle. 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, successfully reviewed applicants will need to be available to attend a face‑to‑face group interview on 7 October and available to commence work on the 9 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 (and 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

• Assist the worker and employer with the claim process and providing support in the completion of relevant documents to ensure timely access to required services to support return to work and injury recovery
• Pro‑actively proceed with appropriate case management to achieve the optimum outcome of early sustainable return to work for workers with reasonable claim costs
• Ensure that allocated work is actioned within appropriate timeframes
• Manage telephone enquiries within EML’s guidelines and adhere to the EML’s Communication Policy
• Collaborating with Injury Management Specialists and other subject matter experts to collect information and ensure customers receive expert advice and support
• Recording and maintaining accurate records

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. If you have:

• You will show a high level of empathy while being passionate about providing great customer service
• You will be a great listening, display excellent communication skills and have a solution focused mindset
• You will embrace change with confidence and are comfortable with in a multi‑system environment whilst having the ability to handle and overcome challenges
• Having great attention to detail, you will enjoy learning and growing within the business
• Proficient use of Microsoft Office Suite

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

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits.