Policy Support Officer

icare; Parramatta; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Work-life balance

Health and wellbeing

Career development

Employee benefits

Inclusive culture

Job summary

icare is seeking a Policy Support Officer in NSW to support Workers Compensation Underwriting operations and deliver positive experiences for customers and stakeholders. You will handle inquiries, referrals, correspondence, and policy administration while assisting improvements across underwriting workflows.

Join a collaborative team that values continuous improvement, service excellence, and a customer-centric approach, with hybrid working arrangements and opportunities for career development.

Qualifications

• 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.

Responsibilities

• 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

Skills

Workers comp

Policy administration

Customer service

Analytical thinking

Clear communication

Time management

Collaboration

Process improvement

Job description

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.