Claims Advisor

EML Group; Tweed Heads; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Diversity & inclusion

WFH flexibility

Wellbeing program

RewardsHub discounts

Learning & development

Employee Assistance Program

Company events

Salary reviews

Parental leave

Job summary

EML Group in Tweed Heads is seeking a Claims Advisor to support injured workers through the claims process and documentation. You will handle inbound and outbound calls, coordinate with stakeholders, and assist with case management to promote a timely return to work.

This full-time role offers a hybrid work model with work-from-home flexibility, commencing 2 November 2026, and opportunities for professional development within a supportive team.

Qualifications

• Empathy and customer-focused mindset.
• Excellent listening and communication skills.
• Comfortable in a multi-system environment and able to adapt to change.

Responsibilities

• Assist workers and employers through the claims process and help complete required documentation.
• Undertake case management to achieve early and sustainable return to work while controlling costs.
• Ensure work is actioned within set timeframes and manage inquiries per policy.
• Collaborate with Injury Management Specialists to provide expert advice and support to customers.
• Record and maintain accurate, up-to-date records of all interactions.

Skills

Empathy

Communication skills

Customer service

Attention to detail

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

As part of our diverse team based in Tweed Heads, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing that your talent and hard work have a purpose.

As a Claims Advisor, you will play an integral role within one of our supportive and growing business units, helping to make a positive impact on the lives of injured workers. Your role will consist of managing inbound and outbound calls with external stakeholders, as well as claim administration duties.

This is a full-time, permanent position commencing on 2 November 2026, based in our Tweed Heads office, with work-from-home flexibility.

Your Responsibilities

• Assist workers and employers throughout the claims process, providing support with the completion of relevant documentation to ensure timely access to services that support return to work and injury recovery.
• Proactively undertake appropriate case management to achieve the optimum outcome of an early and sustainable return to work for workers, while managing reasonable claim costs.
• Ensure allocated work is actioned within appropriate timeframes.
• Manage telephone enquiries in accordance with EML’s guidelines and Communication Policy.
• Collaborate with Injury Management Specialists and other subject matter experts to gather information and ensure customers receive expert advice and support.
• Record and maintain accurate and up-to-date records.

About You

You will demonstrate a high level of empathy and be passionate about providing great customer service.

• You will be a great listener, demonstrate excellent communication skills and have a solution-focused mindset.
• You will embrace change with confidence and be comfortable working in a multi-system environment, with the ability to manage and overcome challenges.
• With great attention to detail, you will enjoy learning, developing and growing within the business.
• Proficient in the 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.