Dispute Resolution Specialist - Workers Compensation

Suncorp Group; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Shine platform benefits

Hybrid working

20 weeks parental leave

Study support

Volunteer leave

Wellbeing coaching

Employee discounts

Job summary

We are seeking a Customer-focused Dispute Resolution Specialist to join Suncorp's GIO Personal Injury Dispute Resolution team. In this role, you will independently review disputed workers' compensation decisions under Section 287A of NSW legislation, ensuring fairness, compliance, and timely delivery.

You will collaborate with claims teams, legal stakeholders, injured workers, employers and representatives to provide clear, well-reasoned outcomes that support customer experience and regulatory

Qualifications

• Experience in workers' compensation claims management, dispute resolution or injury management.
• Background in dispute resolution or as a claims/technical advisor is desirable.
• Strong knowledge of the NSW workers' compensation framework.
• Ability to interpret legislation, policy and medical information.

Responsibilities

• Review disputed workers compensation decisions independently.
• Assess complex factual, medical, legal and claims information.
• Prepare clear, legally sound review determinations.
• Ensure all reviews are completed within the 14-day timeframe.
• Engage with internal and external stakeholders to obtain additional information.
• Identify systemic issues and opportunities for continuous improvement.
• Contribute to dispute resolution strategies to improve decision quality and outcomes.
• Maintain compliance with NSW legislation and SIRA guidelines.

Skills

Dispute resolution

Workers compensation

Legal review

Injury management

Policy interpretation

Written communication

Stakeholder management

Autonomous work

Job description

Workers Compensation - Dispute Resolution Specialist

• Join GIO’s Personal Injury Dispute Resolution team
• Hybrid flexibility with three days working from home
• Apply technical expertise to improve customer outcomes

Job Description

Workers Compensation - Dispute Resolution Specialist

Brisbane or Sydney

• Join GIO’s Personal Injury Dispute Resolution team
• Hybrid flexibility with three days working from home
• Apply technical expertise to improve customer outcomes

About The Role

We are seeking a highly motivated and customer-focused Dispute Resolution Specialist to join our Personal Injury Dispute Resolution team.

In this role, you will independently review disputed workers compensation decisions under Section 287A of the NSW Workplace Injury Management and Workers Compensation Act 1998. You will play a critical role in ensuring decisions are fair, evidence-based, compliant with legislation, and delivered within statutory timeframes.

You will work closely with claims teams, legal stakeholders, injured workers, employers, and claimant representatives to assess disputes and provide clear, well-reasoned outcomes that support quality customer experiences and regulatory compliance.

The team is known for its supportive culture, strong collaboration and flexible approach to work, with the ability to work from home three days per week.

What You'll Do

• Conduct independent reviews of disputed workers compensation decisions, including:
• Work capacity decisions
• PIAWE (Pre-Injury Average Weekly Earnings) determinations
• Liability disputes and denied claim components
• Assess complex factual, medical, legal, and claims information.
• Analyse claims files and supporting evidence to determine whether the original decision should be affirmed, amended, or overturned.
• Prepare clear, professional, and legally sound review determinations.
• Ensure all reviews are completed within the legislated 14-day timeframe.
• Engage with internal and external stakeholders to obtain additional information where required.
• Identify systemic issues, risks, and opportunities for continuous improvement.
• Contribute to dispute resolution strategies that improve decision quality and customer outcomes.
• Maintain compliance with NSW workers compensation legislation, SIRA guidelines, and organisational policies.

What You'll Bring

• Demonstrated experience in workers compensation claims management, dispute resolution, legal review, or injury management.
• Ideally a background in Dispute Resolution, or experience as a Claims Specialist eg Technical Specialist, Technical Advisor or Injury Management Advisor.
• Strong knowledge of the NSW workers compensation legislative framework.
• Experience interpreting legislation, policy, medical information, and claim documentation.
• Excellent written communication skills with the ability to prepare detailed and defensible decisions.
• Strong stakeholder management and negotiation skills.
• Ability to work autonomously while managing competing priorities and strict deadlines.

What You’ll Enjoy

• Access our award-winning Shine platform – your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.
• Opportunity to receive performance-based Incentives and Suncorp shares for eligible employees
• Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
• Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
• Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
• Discounts at 900+ retailers, Fitness Passport, and reduced super fees
• Paid volunteer leave, donation matching, and unlimited emergency response leave
• Diversity is celebrated through employee resource groups and inclusive policies for all families

Explore our full benefits

Since 1927, GIO (a Suncorp brand) has helped generations of customers feel better protected to navigate the uncertainties of life through a range of trusted insurance products.

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact [e-mail] for a confidential conversation.