Customer Support Representative

WorkCover Queensland; Brisbane; Hybrid; AUD 60,000 - 72,000; Full time

Benefits offered by this job

Hybrid work arrangements

Learning and development opportunities

Health and wellbeing program

Competitive salaries

Generous superannuation

Study assistance

Job summary

WorkCover Queensland is seeking a Customer Support Representative to join our Brisbane CBD contact centre. This role is phone-based, handling policy enquiries and work-related injury claims with a focus on delivering outstanding service.

You will manage high volumes of calls, collaborate with teams, and apply empathy to sensitive conversations while navigating insurance policies and regulatory requirements.

Qualifications

• Experience in customer-focused roles, ideally in a contact centre or fast-paced service environment.
• Comfortable spending the majority of your day assisting customers over the phone.
• Strong communication and interpersonal skills to build rapport and trust.
• Keen eye for detail and accuracy, able to work under pressure.
• Passion for helping others and delivering outstanding customer service.

Responsibilities

• Provide exceptional customer service in a high-volume inbound call environment.
• Handle a large volume of customer interactions with quality and professionalism.
• Process customer requests accurately and identify opportunities for process improvement.
• Collaborate with diverse teams to deliver seamless customer experiences.
• Demonstrate understanding of complex insurance policies and legislative requirements.
• Adapt to fluctuating call volumes and workloads during peak periods.
• Handle sensitive and challenging conversations with empathy and understanding.

Skills

Customer service

Call centre

Communication skills

Attention to detail

Empathy

Job description

Job no: 494686
Work type: Permanent - Full Time
Location: Brisbane CBD
Categories: Claims and Customer Support/Contact Centre

WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

The Opportunity

We’re seeking compassionate and customer-focused individuals to join our team as a Customer Support Representative in our contact centre. This is a phone-based customer service role where you'll spend the majority of your day assisting customers over the phone with policy enquiries and work-related injury claims. You'll play a vital role in delivering outstanding service while helping customers navigate complex and sometimes sensitive situations.

• Provide exceptional customer service through a high-volume inbound call environment, ensuring prompt and efficient resolution of enquiries
• Manage a high volume of customer interactions while maintaining quality, accuracy and professionalism
• Accurately process customer requests and identify opportunities for process improvement
• Collaborate with diverse teams to deliver seamless customer experiences
• Demonstrate critical thinking to understand complex insurance policies and legislative requirements
• Adapt to fluctuating call volumes and workloads, remaining flexible and agile during peak periods
• Handle sensitive and challenging conversations with empathy and understanding

About You

• Previous experience in a customer-focused role, ideally within a contact centre, call centre, insurance or other fast-paced service environment
• Comfortable spending the majority of your day assisting customers over the phone
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
• A keen eye for detail and accuracy, with the ability to work efficiently under pressure
• A passion for helping others and a commitment to delivering outstanding customer service

Why Join Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values.

When you join us, you’ll benefit from:

• A purpose driven organisation where your work genuinely makes a positive impact on Queenslanders’ lives
• A collaborative and supportive team environment that values empathy, trust and working together
• Hybrid work arrangements that support flexibility and work-life balance
• Personalised learning and development opportunities to support your growth and career progression
• A holistic health and wellbeing program designed to support you both professionally and personally
• Industry competitive salaries
• A generous superannuation scheme, including co contribution
• Study assistance to support ongoing education and professional development

You can find out more about what it’s like to work with us by visiting Working atWorkCoverQld.

Please note: As part of our recruitment process, shortlisted candidates will be required to attend a collaborative three-hour in-person Information and Interview session on a specified date. For successful candidates, the commencement date is scheduled for early 2027.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at ***********@workcoverqld.com.au or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld). All permanent appointments are subject to a probationary period in accordance with our policy.