Client Services Specialist — Melbourne (Hybrid)

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

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