Client Services Officer

Workplace Injury Commission; Melbourne; Hybrid; AUD 76,000 - 92,000; Full time

Benefits offered by this job

Hybrid work option

Wellbeing programs

Professional development

Job summary

The Workplace Injury Commission in Melbourne is recruiting a Client Services Officer to be the first point of contact for people engaging with WIC. You will deliver high-quality administration and support services, helping injured Victorians navigate conciliation processes with care and professionalism.

You will work with a team to apply the Accident Compensation Act and related legislation, provide guidance on proceedings, and contribute to continuous improvement while benefiting from a hybrid

Qualifications

• Experience providing administrative support to multiple stakeholders within a service-oriented legal environment.
• Preferably experience with the Victorian Work's Compensation Scheme.
• Previous client service experience, particularly with vulnerable people from diverse backgrounds.
• Strong emotional intelligence, with the ability to engage empathetically with people of all walks of life.
• Well-developed analytical and decision-making skills with the capacity to understand legislation, policy and procedure.
• Ability to learn current processes and bring a fresh perspective on continuous improvement and efficiencies.

Responsibilities

• Provide first line customer service, using knowledge of the Accident Compensation Act and Workplace Injury Rehabilitation Compensation Act 2013 to respond to and resolve queries in a caring, empathetic manner.
• Determine jurisdiction and accurate registration of Applications for Conciliation, efficiently and accurately, contributing to the effective management of conciliation disputes
• Provide procedural advice, guidance and information relating to the conciliation and arbitration processes and the conduct of conferences and hearings
• Undertake rotational reception coverage, switchboard, and mail related duties.

Job description

Workplace Injury Commission (WIC)

Melbourne

$84,078 per annum (plus super) + incredible career opportunities + excellent mentoring and support

• Play a key role supporting WIC as we help injured Victorians find a way forward
• Enjoy rewarding work, a respectful culture, and the support you need to thrive
• Competitive remuneration and flexibility including hybrid WFH option

The impact you'll have:

At the Workplace Injury Commission, we've helped thousands of injured workers and employers to resolve their disputes and move forward with their lives. We're a robust Victorian Government statutory authority that's making an impact.

As we continue through an exciting period of growth, we need you to join us as a Client Services Officer. In this role you will often be the first point of contact for people engaging with the Workplace Injury Commission.

Together with other Client Services Officers you will help deliver and maintain a consistent and high-quality administration and support service. You will bring your unique perspectives and expertise to help turn our proud legacy into a bright future.

With integrity, diligence and a collaborative mindset, you will:

• Provide first line customer service, using your knowledge of the Accident Compensation Act and Workplace Injury Rehabilitation Compensation Act 2013 to respond to and resolve queries in a caring, empathetic manner.
• Determine jurisdiction and accurate registration of Applications for Conciliation, efficiently and accurately, contributing to the effective management of conciliation disputes
• Provide procedural advice, guidance and information relating to the conciliation and arbitration processes and the conduct of conferences and hearings
• Undertake rotational reception coverage, switchboard, and mail related duties.

Who we're looking for:

To succeed in this role, you will have:

• Experience providing administrative support to multiple stakeholders within a service-oriented legal environment (e.g. Tribunal, Court, legal practice etc.) or similar
• Preferably, experience with the Victorian Work's Compensation Scheme
• Previous client service experience, particularly working with vulnerable people from diverse backgrounds with complex needs
• Strong emotional intelligence, with the ability to engage empathetically with people of all walks of life
• Well-developed analytical and decision-making skills with the capacity to understand and apply legislation, policy and procedure
• Ability to learn current processes and procedures and bring a fresh perspective on continuous improvement and efficiencies

For further information, please refer to our position description which you can access through our careers site.

Resolution matters. And so do you.

We're a stable, purpose-driven organisation that offers you meaningful work, a welcoming and vibrant team culture, and a range of benefits, including:

• Competitive remuneration, plus generous allowances, annual salary increases and opportunity for band progression payments
• Reimbursements for study/professional development and wellbeing activities.
• Salary packaging options of novated motor vehicle lease and superannuation
• Access to additional leave categories when you need it most - flexible leave arrangements tailored to you.
• Access to our 24/7 holistic mental health and wellbeing program for you and your f amily.
• A progressive, respectful and supportive work environment with experienced leaders who are invested in you.

Here are some of the things we hope you'll love about working with us:

• Help Victorians find a way forward

You'll play a vital role in helping injured workers and employers overcome some of the most challenging times of their lives.

• Find support and relationships that count

Respect is a key value here. We trust and empower you to be your best self, at work and home.

• Respect today, shape tomorrow

Bring your diverse thinking and help make us even better.

• Be rewarded for your contribution

We offer you real professional development opportunities, including one PD day a month, plus a wide range of rewards and benefits to help you thrive.

Visit our careers site to find out more and read the stories of our incredible people.

Want to help us shape a brighter future? Join us.

WIC is an Equal Opportunity Employer that values the diversity of its people. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

In accordance with our Privacy Policy and Collection Statement, as part of the recruitment process, WIC may collect and use information relevant to assessing your suitability for the role and our organisation.

Only people with the right to work in Australia may apply for this position. You will be required to undergo a National Police Check as part of the recruitment process. Successful candidates will be required to provide evidence of their COVID-19 vaccination status or medical exemption prior to commencing employment.