Operational Support Officer

icare; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Gym subsidies

Career development

Extra leave

Health insurance discounts

Novated leasing

Job summary

icare provides insurance and care to NSW communities, delivering independence and safer workplaces. The Operational Support Officer role supports frontline teams with admin and operational processes, balancing priorities to enable high-quality outcomes for Lifetime Schemes customers.

You'll engage with customers, providers and internal stakeholders, contributing to continuous improvement and operational excellence in a collaborative team environment.

Qualifications

• Experience in administration or operational support roles.
• Customer-focused mindset with professional and responsive service.
• Strong organisational skills and ability to manage competing priorities.
• Problem-solving skills and confidence handling complex requests.
• High attention to detail when managing records and transactions.
• Excellent verbal communication and professional phone manner.

Responsibilities

• Manage high-volume workflows and service requests across multiple operational processes.
• Support customers, providers and internal stakeholders via phone and email.
• Process complex funding and treatment-related requests with accuracy and judgement.
• Maintain records, correspondence and documentation per business requirements.
• Coordinate activities that support frontline service delivery.
• Prioritise tasks while meeting service standards and team objectives.
• Build strong working relationships to support collaboration.
• Contribute to continuous improvement initiatives to enhance outcomes.

Skills

Administration

Operational support

Customer service

Attention to detail

Communication

Team collaboration

Job description

Your work helps people with significant injuries build independence, participate in their communities and live the best version of life ahead.

As an Operational Support Officer, you'll provide administrative and operational support that enables frontline teams to deliver quality outcomes for Lifetime Schemes customers. Working across a variety of workflows, you'll balance competing priorities, manage complex requests and support customers, providers and internal stakeholders through a range of service and operational processes.

This is a varied role requiring strong judgement, adaptability and attention to detail, with opportunities to contribute to continuous improvement and operational excellence. Working as part of a collaborative and customer-focused team, you'll play an important role in helping frontline teams deliver positive outcomes for the people we serve.

What you'll be working on

• Manage high-volume workflows and service requests across multiple operational processes
• Support customers, providers and internal stakeholders through phone and email enquiries
• Process complex funding and treatment-related requests requiring accuracy and sound judgement
• Maintain records, correspondence and documentation in line with business requirements
• Coordinate operational and administrative activities that support frontline service delivery
• Prioritise competing tasks while meeting service standards and team objectives
• Build strong working relationships across teams to support effective collaboration
• Contribute to continuous improvement initiatives that enhance customer and operational outcomes

What you'll bring

• Experience in administration, operational support, customer service or a similar environment
• A customer-focused mindset with the ability to provide professional and responsive support
• Strong organisational skills and the ability to manage competing priorities effectively
• Sound problem-solving skills and confidence working through complex requests and processes
• High attention to detail when managing records, information and funding-related transactions
• Excellent verbal communication skills and a professional phone manner
• Ability to work collaboratively with colleagues and stakeholders to achieve shared outcomes
• Exposure to health, rehabilitation, return-to-work, insurance or related environments will be highly regarded

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.

Before you apply

To be eligible for this opportunity, you'll need unrestricted Australian working rights and be able to live and work in NSW. This includes Australian citizens, permanent residents and New Zealand citizens with a current passport. As part of our recruitment process, you'll also be asked to complete standard pre-employment checks, including a criminal history check.

Please note: icare operates a direct sourcing model and does not accept agency introductions.