Policy Support Officer

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

Benefits offered by this job

Work-life balance: Flexible and hybrid

Gym subsidies, health checks, EAP

Learning opportunities to grow your技能

Extra leave, health insurance and nov­

Recognition programs and mental health

Job summary

icare provides insurance and care to the people, businesses and communities of NSW. The Policy Support Officer role supports Workers Compensation Underwriting, handling policy and administrative tasks, resolving enquiries, coordinating referrals, and helping deliver customer-focused outcomes in a collaborative team.

Based in Parramatta with a flexible hybrid arrangement, the position offers a fixed-term through 2 April 2027 and salary from $87,199 plus super.

Qualifications

• Experience in workers compensation, insurance or a customer-focused administration environment.
• Ability to assess information and apply sound judgement to resolve enquiries.
• Confident in communicating with customers, stakeholders and internal teams.
• Strong organisational skills to manage competing priorities with accuracy.
• Willingness to work across teams to achieve shared outcomes.
• Ability to identify process improvements to enhance customer experience.
• Must be able to complete required pre-employment checks.

Responsibilities

• Respond to customer and stakeholder enquiries with timely and accurate support.
• Manage referrals from internal and external sources to achieve positive outcomes.
• Draft customer correspondence that is clear and professional.
• Support review and application of customer-focused practices across underwriting workflows.
• Identify trends and improvement opportunities to enhance service delivery.
• Collaborate with underwriting and operational teams to achieve objectives.
• Advocate for customers ensuring concerns are addressed fairly.
• Contribute to customer experience initiatives to strengthen trust in icare.

Skills

Customer service

Policy admin

Underwriting ops

Cross-team collaboration

Issue resolution

Stakeholder comms

Process improvement

Pre-employment checks

Job description

Policy Support Officer

• Fixed-term opportunity through to 2 April 2027
• Salary from $87,199 + super
• Hybrid role based in Parramatta with flexible working arrangements

About the role

Your work helps create the conditions for safe recovery and sustainable return-to-work outcomes for people and employers across NSW.

As a Policy Support Officer, you'll play an important role in supporting Workers Compensation Underwriting operations and delivering positive experiences for customers and stakeholders. You'll work across a broad range of policy and administrative activities, helping resolve enquiries, coordinate referrals, identify improvement opportunities and support customer-focused outcomes. This is a great opportunity to build your insurance and underwriting expertise while working with experienced teams that value collaboration, continuous improvement and service excellence.

What you'll be working on

• Respond to customer and stakeholder enquiries, delivering timely and accurate support
• Manage referrals from internal and external sources to help achieve positive customer outcomes
• Draft customer correspondence and responses that are clear, professional and customer-focused
• Support the review and application of customer-centric practices across underwriting workflows
• Identify trends, issues and improvement opportunities that enhance service delivery
• Work closely with underwriting and operational teams to achieve shared business objectives
• Advocate for customers by helping ensure concerns are addressed fairly and effectively
• Contribute to customer experience initiatives that improve outcomes and strengthen trust in icare

What you'll bring

• Experience in workers compensation, insurance, financial services or a customer-focused administration environment
• Experience supporting business operations, policy administration or back-office functions
• Ability to assess information, identify issues and apply sound judgement to resolve enquiries
• Confidence communicating clearly with customers, stakeholders and internal teams
• Strong organisational skills with the ability to manage competing priorities while maintaining accuracy
• A collaborative approach and willingness to work across teams to achieve shared outcomes
• An eye for identifying process improvements and opportunities to enhance the customer experience
• Ability to successfully complete required pre-employment checks

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.

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.

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.