Operational Support Officer

Insurance and Care NSW (icare); Parramatta; Hybrid; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Flexible hybrid working

Gym subsidies

Health checks

EAP support

Learning opportunities

Extra leave

Health insurance discounts

Salary packaging

Novated leasing

Recognition programs

Mental health initiatives

Support for hidden disabilities

Job summary

Insurance and Care NSW (icare) is recruiting for a 12-month fixed-term role based in Sydney CBD (Kent Street) and Parramatta. You will be the first point of contact for customers, families and providers, navigating care, treatment and support enquiries with compassion.

The role combines customer interactions with operational support, including processing invoices and coordinating service requests. A hybrid model requires three days per week in the office and a collaborative team environment.

Qualifications

• Experience in a contact centre, customer service, administration or operational support environment.
• Exposure to healthcare, aged care, rehabilitation, disability, return-to-work or medical administration environments preferred.
• Confident and professional when handling phone-based interactions.
• Empathy and resilience when supporting people in difficult circumstances.
• Strong communication and rapport-building skills.
• Excellent organisation and ability to prioritise multiple tasks.

Responsibilities

• Provide exceptional customer support via phone, email and administrative channels.
• Handle enquiries from customers, families, healthcare providers and service partners.
• Support customers in sensitive and complex situations with empathy and care.
• Process invoices, payments and funding requests with accuracy.
• Manage high-volume workflows across multiple systems and tasks.
• Coordinate documentation, records and service requests.
• Collaborate with internal teams to ensure timely customer outcomes.

Skills

Contact centre experience

Customer service

Administration

Operational support

Empathy and resilience

Communication skills

Multi-tasking

Tools

CRM systems

Job description

• 12-month fixed-term contract


• Salary from $87,199 + superannuation


• Sydney CBD (Kent Street) and Parramatta location


• Hybrid working model with 3 days per week in the office

About the role

This is more than a traditional contact centre and operational role.

You'll be the first point of contact for customers, families, healthcare providers and stakeholders, helping to navigate enquiries relating to care, treatment and support services. Some conversations will be straightforward, while others may involve vulnerable customers, serious injuries, palliative care arrangements or sensitive notifications. Your ability to listen, stay calm and provide compassionate support will make a real difference.

Alongside customer interactions, you'll manage operational workflows, coordinate service requests, process invoices and support a range of administrative activities that help deliver positive outcomes for customers.

You'll work in a collaborative and supportive team environment, with rostered contact centre shifts of up to four hours at a time, balanced with other operational support responsibilities throughout the week.

What you'll be working on

• Providing exceptional customer support through phone, email and administrative channels


• Managing enquiries from customers, families, healthcare providers and service partners


• Supporting customers through sensitive and complex situations with empathy, professionalism and care


• Processing invoices, payments and funding-related requests with accuracy and attention to detail


• Managing competing priorities and high-volume workflows across multiple systems and tasks


• Coordinating documentation, records, correspondence and service requests


• Working collaboratively with internal teams to ensure timely customer outcomes

What you'll bring

• Experience in a contact centre, customer service, administration or operational support environment


• Experience or exposure within healthcare, aged care, rehabilitation, disability, return-to-work or medical administration environments will be highly regarded


• Confidence and professionalism when handling phone-based customer interactions


• Genuine empathy and resilience when supporting people experiencing difficult circumstances


• Strong communication skills and the ability to build rapport through natural, authentic conversations


• Excellent organisation skills, with the ability to prioritise and manage multiple tasks effectively


• Strong attention to detail, particularly when managing financial processing, invoices or funding requests


• Sound problem-solving skills and the ability to navigate complex customer enquiries

Why you'll love working with us

You'll join a diverse and supportive team that values collaboration, authenticity and customer outcomes. We believe technical skills can be taught, but kindness, resilience and a genuine desire to help others are what make people successful in this role.

You'll have the opportunity to:

• Build meaningful relationships with customers and stakeholders


• Develop expertise in a specialised and purpose-driven area


• Grow your operational, customer service and problem-solving skills


• Work alongside experienced and supportive colleagues


• Make a genuine difference in the lives of people and families across NSW

What we offer

• Work-life balance: Flexible and hybrid working arrangements

• Health and wellbeing: Gym subsidies, health checks, and EAP support

• Career development: Learning opportunities to grow your skills and career

• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing

• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets; and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive. For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve if you need adjustments during the process please note this in your application.