Claims Advisor

Employers Mutual Management Pty Ltd; Tweed Shire Council; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexibility to work from home

Health insurance and gym membership

Learning and development opportunities

Employee assistance program

Salary reviews

Job summary

EML is a leading Workers Compensation and Personal Injury Claims Management business, seeking a Claims Advisor in Tweed Heads. The role involves managing inbound and outbound calls with external stakeholders and claim administration duties to support return-to-work outcomes.

Based in Tweed Heads with work-from-home flexibility, you will help injured workers and employers through the claims journey, delivering empathetic service and accurate records while collaborating with specialists for expert

Qualifications

• Empathy and passion for helping injured workers.
• Strong communication and listening skills.
• Solution-focused mindset and adaptability to change.
• Proficient with Microsoft Office and basic systems.

Responsibilities

• Assist workers and employers with the claims process and documentation.
• Proactively manage cases to achieve timely return-to-work outcomes while controlling costs.
• Ensure work is completed within defined timeframes.
• Handle telephone inquiries per EML guidelines and policies.
• Collaborate with Injury Management Specialists to provide expert guidance.

Skills

Empathy

Customer service

Communication

Multi-system experience

Attention to detail

Microsoft Office

Tools

Microsoft Office

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.

• 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.

ABOUT US

There’s huge satisfaction from knowing that your talent and hard work has a purpose. You will be making a difference that counts. Our people care about making a difference. We are looking for people who share our commitment to positive change. Once we have found you, we pull out all the stops to keep you. The focus and support we provide for career development are one of the reasons we have such a vibrant, engaged, and talented team. You will not be forgotten here. Your career at EML will be full of opportunities to gain new skills, work, grow and succeed with us.