Contact Services Officer

icare; Parramatta; Hybrid; AUD 70,000 - 86,000; Full time

Benefits offered by this job

Flexible hybrid working

Gym subsidies

Health checks

EAP support

Learning opportunities

Salary packaging & novated leasing

Job summary

icare is seeking a Contact Services Officer to provide frontline customer support for workers compensation and underwriting services in NSW. This phone-based role focuses on resolving enquiries, explaining documentation and coverage, and coordinating with internal teams to ensure accurate policy decisions and positive outcomes.

The position emphasizes strong listening, clear communication and collaborative work with colleagues, while supporting customers across varied needs in a hybrid work

Qualifications

• Experience in customer service or administration over the phone.
• Ability to listen, ask the right questions and explain information clearly.
• Judgement to balance accuracy with service needs and priorities.

Responsibilities

• Handle customer enquiries over the phone, providing clear, timely and helpful support and resolving issues during interactions.
• Help customers understand underwriting requirements, documentation and coverage information.
• Gather and review customer information to support accurate policy decisions and record interactions and follow-up actions.
• Coordinate underwriting and policy maintenance activities, including new business and cancellations, per guidelines and regulatory requirements.
• Listen to customer concerns, escalate complex complaints or risks when appropriate.
• Work with internal teams and external service partners to support consistent, positive customer experiences.
• Identify recurring feedback and emerging trends, sharing insights to improve outcomes and service delivery.

Skills

Phone-based service

Active listening

Clear communication

Attention to detail

Team collaboration

Insurance knowledge (helpful)

Job description

• Customer-focused role supporting workers compensation services

Base salary starting from $78,000

12-month fixed-term opportunity to build your experience with icare

About the role

Your work helps create the conditions for safe recovery and sustainable return-to-work outcomes for people and employers across NSW.

As a Contact Services Officer, you’ll provide frontline customer support across workers compensation and underwriting services. This is a phone-based contact centre role, so you’ll spend a significant part of your day speaking directly with customers, responding to enquiries, resolving issues and helping people understand underwriting requirements, documentation and coverage. You’ll also work with internal teams to deliver clear, accurate and consistent customer outcomes.

What you'll be working on

• Handle customer enquiries over the phone, providing clear, timely and helpful support and working to resolve issues during customer interactions.
• Help customers understand underwriting requirements, required documentation and coverage information.
• Gather and review customer information to support accurate policy decisions, while recording interactions, decisions and follow-up actions.
• Coordinate underwriting and policy maintenance activities, including new business and cancellations, in line with relevant guidelines and regulatory requirements.
• Listen to customer concerns, work through issues and escalat[e] more complex complaints or risks when appropriate.
• Work with internal teams and external service partners to support consistent, positive customer experiences.
• Identify recurring customer feedback, issues and emerging trends, sharing insights and ideas that can improve customer outcomes and service delivery.

What you'll bring

• Experience working in customer service and/or administration, with the confidence to support customers over the phone throughout your working day.
• The ability to listen, ask the right questions and explain information clearly to customers with different needs.
• Sound judgement when working through customer enquiries, balancing accuracy, service requirements and competing priorities.
• Strong attention to detail when gathering information, maintaining records and following policies, guidelines and processes.
• A collaborative approach and the ability to work effectively with colleagues and stakeholders to resolve customer needs.
• Financial services, insurance or underwriting experience is helpful, but not essential.

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets; and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive. For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve if you need adjustments during the process please note this in your application.

Before you apply

To be eligible for this opportunity, you’ll need unrestricted Australian working rights and be able to live and work in NSW. This includes Australian citizens, permanent residents and New Zealand citizens with a current passport. As part of our recruitment process, you’ll also be asked to complete standard pre-employment checks, including a criminal history check.

Please note: icare operates a direct sourcing model and does not accept agency introductions.