Customer Experience Manager - Worker Compensation

Medhealth3; Sydney; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Flexible working

Mentorship from leaders

Career development opportunities

Paid parental leave

Salary sacrificing options

Additional employer benefits package

Job summary

WorkFocus is seeking a Customer Experience Manager for a 12-month parental leave cover across NSW. You will lead strategic customer relationships, grow referrals, and drive revenue by expanding partnerships with insurers, employers, brokers and government agencies.

You will manage strategic accounts, secure new opportunities, and ensure exceptional customer experiences while collaborating with state and national leaders to strengthen market presence in NSW.

Qualifications

• Minimum 3 years' experience in workers' compensation industry.
• Proven ability to drive repeat business, referrals and new opportunities.
• Strong understanding of customer drivers and service delivery in rehabilitation/health services.

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 to ensure WorkFocus remains a trusted partner.
• Identify, pursue and secure new business opportunities including panel appointments and preferred provider agreements.
• Act as primary point of contact for customers, proactively managing relationships and delivering exceptional experience.
• Facilitate business reviews, contract discussions and strategic planning to demonstrate value and drive growth.
• Collaborate with operations to ensure service delivery excellence and achievement of commitments.
• Analyse customer performance and market trends to identify expansion opportunities.

Skills

Relationship management

Account management

Negotiation

Business development

Education

Occupational Therapy / related healthcare degree

Job description

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 development opportunities - 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.