Customer Experience Manager - Worker Compensation

MedHealth; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Truly flexible working

Mentored by award-winning team

Multiple career pathways

Generous incentives program

Purchase additional annual leave

Paid parental leave

Salary sacrificing benefits

Fitness passport

Novated leasing

Referral program

Job summary

WorkFocus in NSW is seeking a Customer Experience Manager to lead strategic relationships, grow referrals and drive revenue across NSW. This 12-month parental leave cover role focuses on expanding partnerships with insurers, employers and brokers while securing new opportunities.

You will manage strategic accounts, negotiate outcomes and build long-term value for both customers and the people we support, with flexible working arrangements including home and office.

Qualifications

• Minimum 3 years' experience within the workers' compensation industry.
• Proven success in driving repeat business, referral growth and new business opportunities.
• Strong understanding of customer drivers and service delivery within workplace rehabilitation, health and wellbeing services.
• Commercial acumen with the ability to drive growth, profitability, quality initiatives and market development activities.
• Tertiary qualifications in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehabilitation Counselling, Workplace Health and Safety, or a related discipline desirable.

Responsibilities

• Develop and execute customer growth strategies to increase referrals, market share and revenue across existing and prospective accounts.
• Build and maintain strong relationships with insurers, employers, brokers, government agencies and key industry stakeholders.
• Lead strategic account management activities for existing customers, ensuring WorkFocus remains a trusted and valued partner.
• Identify, pursue and secure new business opportunities, including panel appointments, preferred provider agreements and partnership opportunities.
• Act as the primary point of contact for customers, proactively managing relationships and ensuring an exceptional customer experience.
• Facilitate customer business reviews, contract discussions and strategic planning sessions to demonstrate value and drive growth.
• Collaborate with operational leaders to ensure service delivery excellence, customer satisfaction and achievement of contractual commitments.
• Analyse customer performance, referral trends and market intelligence to identify opportunities for expansion and continuous improvement.
• Represent WorkFocus at industry events, networking functions, conferences and stakeholder forums to strengthen market presence and generate opportunities.

Skills

Relationship management

Business development

Account management

Strategic partnerships

Education

Tertiary qualifications in related discipline

Job description

Customer Experience Manager - Worker Compensation

• Full-time
• State: NSW
• Job Status: Fixed Term

At WorkFocus, we get people well and working.

Since 1989, we have impacted the lives of over 100,000 Australians by providing a range of services to prevent and minimise the social, physical, psychological and financial consequences of injury and illness. Our team of allied health professionals champion the health benefits of good work, supporting and empowering people through the recovery process to return them to better health and life.

By joining WorkFocus you will also be joining the MedHealth Group, a family of industry leading health, medical and employment enterprises, which has been voted 2 years in a row as an Australia’s Financial Times ‘Best Place to Work’ organisation, allowing you to build and take your career all over Australia.

Shape Customer Partnerships. Drive Growth. Make a Difference.

We're looking for an experienced and commercially driven Customer Experience Manager to lead strategic customer relationships, expand our presence across New South Wales, and drive sustainable referral and revenue growth.

This is an exciting 12-month parental leave cover opportunity, offering the chance to step into a well-established portfolio of customers and industry partners while identifying and securing new opportunities for growth. Working closely with state and national leaders, you'll play a key role in strengthening existing partnerships, enhancing customer performance, and positioning WorkFocus as a provider of choice across the NSW market.

This role is ideal for a relationship-focused professional who thrives on winning new business, managing strategic accounts, negotiating commercial outcomes, and building long-term partnerships that deliver mutual value.

What You'll Be Doing

• Develop and execute customer growth strategies to increase referrals, market share and revenue across existing and prospective accounts.
• Build and maintain strong relationships with insurers, employers, brokers, government agencies and key industry stakeholders.
• Lead strategic account management activities for existing customers, ensuring WorkFocus remains a trusted and valued partner.
• Identify, pursue and secure new business opportunities, including panel appointments, preferred provider agreements and partnership opportunities.
• Act as the primary point of contact for customers, proactively managing relationships and ensuring an exceptional customer experience.
• Facilitate customer business reviews, contract discussions and strategic planning sessions to demonstrate value and drive growth.
• Collaborate with operational leaders to ensure service delivery excellence, customer satisfaction and achievement of contractual commitments.
• Analyse customer performance, referral trends and market intelligence to identify opportunities for expansion and continuous improvement.
• Represent WorkFocus at industry events, networking functions, conferences and stakeholder forums to strengthen market presence and generate opportunities.

Why This Role Matters

As a key member of the Customer Experience team, you'll help shape how WorkFocus engages with customers across NSW, ensuring we continue to strengthen strategic partnerships, grow referral pathways, secure preferred provider opportunities and deliver outstanding outcomes for both customers and the people we support.

What you'll bring:

• Minimum 3 years' experience within the workers' compensation industry.
• Demonstrated success in driving repeat business, referral growth and new business opportunities.
• Strong understanding of customer drivers and service delivery within workplace rehabilitation, health and wellbeing services.
• Commercial acumen with the ability to drive growth, profitability, quality initiatives and market development activities.
• Tertiary qualifications in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehabilitation Counselling, Workplace Health and Safety, or a related discipline desirable.

What we offer you

• Truly flexible working, in the community, from home and the office – you set your schedule
• Learn and be mentored from a multi-award-winning team
• Multiple career pathways and professional developmentopportunities – 90% of our leadership team have been promoted from within
• Generous financial incentives program to reward you for your impact
• Purchase additional annual leave
• Paid parental leave
• Additional employer benefits package including salary sacrificing, fitness passport, novated leasing, Star Finder referral program and so much more.

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.