Empathy-Driven Remote Claims Advisor (Return-to-Work)

EML Group; Newcastle City Council; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Monthly rostered days off

9-day fortnight

Work from home flexibility

RewardsHub discounts

Discounted health insurance

Gym membership

Annual incentive & salary reviews

Up to 16 weeks parental leave

Job summary

EML Group in Newcastle is seeking Claims Advisors to support workers and employers through the claim journey. You will assist with documentation, provide timely access to services, and collaborate with injury management specialists to ensure excellent customer care.

After probation, you may have flexible work options including from home, plus the role offers a stable career path within a dedicated team focused on return-to-work outcomes and empathetic service delivery.

Qualifications

• Empathy and strong customer service focus.
• Excellent listening skills and clear communication.
• Comfortable with working across multiple systems and processes.
• Attention to detail and eagerness to learn and grow.
• Proficient use of Microsoft Office Suite.

Responsibilities

• Assist workers and employers with the claim process and relevant documents to enable timely access to services.
• Proactively manage cases to achieve early sustainable return to work.
• Ensure allocated work is completed within defined timeframes.
• Handle telephone enquiries per EML guidelines and policy.
• Collaborate with Injury Management Specialists to provide expert advice and support.
• Record and maintain accurate case information.

Skills

Empathy

Customer service

Communication skills

Problem solving

Attention to detail

Multi-system experience

Microsoft Office

Tools

Microsoft Office Suite

Job description

EML Group in Newcastle is seeking Claims Advisors to support workers and employers through the claim journey. You will assist with documentation, provide timely access to services, and collaborate with injury management specialists to ensure excellent customer care.

After probation, you may have flexible work options including from home, plus the role offers a stable career path within a dedicated team focused on return-to-work outcomes and empathetic service delivery.