Hybrid Policy Support Officer — Workers’ Comp

icare NSW; Parramatta; Hybrid; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Flexible hybrid work

Gym subsidies

Health checks

EAP support

Learning opportunities

Salary packaging

Job summary

icare is seeking a Policy Support Officer in Parramatta to support Workers Compensation Underwriting operations and deliver positive experiences for customers and stakeholders. This fixed-term role runs through to 2 April 2027 with a hybrid work arrangement based in Parramatta.

You'll handle enquiries, referrals, policy administration and customer-focused tasks, working with underwriting teams to improve service delivery and ensure fair outcomes.

Qualifications

• Experience in workers compensation or insurance environments.
• Experience supporting business operations or policy administration.
• Ability to assess information and resolve enquiries.
• Clear communication with customers, stakeholders and teams.
• Strong organisational skills managing priorities with accuracy.
• Collaborative approach across teams to achieve outcomes.
• Ability to identify process improvements for customer experience.
• Ability to complete required pre-employment checks.

Responsibilities

• Respond to customer and stakeholder enquiries with timely, accurate support.
• Manage referrals from internal and external sources to aid positive outcomes.
• Draft clear, professional customer correspondence and responses.
• Support review and application of customer-centric practices across underwriting workflows.
• Identify trends and opportunities to improve service delivery.
• Collaborate with underwriting and operations teams to meet objectives.
• Advocate for customers to address concerns fairly and effectively.
• Contribute to customer experience initiatives to strengthen trust in icare.

Skills

Workers compensation

Insurance experience

Customer service

Policy administration

Attention to detail

Communication

Organisational skills

Process improvement

Pre-employment checks

Job description

icare is seeking a Policy Support Officer in Parramatta to support Workers Compensation Underwriting operations and deliver positive experiences for customers and stakeholders. This fixed-term role runs through to 2 April 2027 with a hybrid work arrangement based in Parramatta.

You'll handle enquiries, referrals, policy administration and customer-focused tasks, working with underwriting teams to improve service delivery and ensure fair outcomes.