Senior Case Manager - Workers' Compensation

ISS Facility Services (Australia); Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

ISS Facility Services (Australia) is seeking an experienced Case Manager to join the Injury Assist team in Macquarie Park, NSW. You will manage a portfolio of workers' compensation and injury management claims from early intervention through to recovery and return to work, combining technical claims expertise with a people-focused approach.

As a senior team member, you will provide technical guidance and training to colleagues and support the Regional Manager when needed.

Qualifications

• Certification as NSW Return to Work Coordinator.
• Proven experience in early intervention, injury management and workers' compensation.
• Knowledge of workers' compensation legislation and regulations.
• Experience with SIRA Standards of Practice.
• Strong organizational skills with ability to prioritise deadlines.
• Excellent written and verbal communication.

Responsibilities

• Manage workers compensation claims end to end including early intervention, injury management and return-to-work planning.
• Promote recovery at work and identify suitable duties with managers.
• Participate in medical case conferences with injured workers and treating practitioners.
• Ensure claims activities meet timeframes, regulatory requirements, audit criteria and performance measures.
• Administer workers compensation entitlements, including PIAWE, ongoing weekly benefits and payments.
• Maintain accurate claims documentation and data in the injury management system.
• Conduct regular claims reviews and report to managers.
• Use claims data to identify opportunities to improve performance.
• Support and educate operational teams on workers compensation and return-to-work responsibilities.
• Monitor external service providers including medical practitioners.
• Provide senior technical support and training to other claims team members.
• Support implementation of workplace injury management policies and programs while fostering positive culture.

Skills

Early intervention

Injury management

Workers compensation

SIRA Standards of Practice

Microsoft applications

Education

NSW Return to Work Coordinator certification

Job description

Case Manager – Workers Compensation & Injury Management

Location: Macquarie Park, NSW
Division: Injury Assist – NSW/ACT
Full-time

Make an impact through recovery and return to work

We have an exciting opportunity for an experienced Case Manager to join our Injury Assist team in Macquarie Park.

In this pivotal role, you will manage a portfolio of personal injury and workers compensation claims from early intervention through to recovery and return to work. You’ll combine your technical claims expertise with a collaborative, people-focused approach to achieve safe, timely and sustainable outcomes for injured workers.

As a senior member of the team, you will also provide technical guidance and training to claims colleagues and provide leadership support to the Regional Manager when required.

What you’ll be doing

Your key responsibilities will include:

• Managing workers compensation claims end to end, including early intervention, injury management and return-to-work planning and implementation.
• Promoting recovery at work and partnering with managers to identify suitable duties and support safe and sustainable return-to-work outcomes.
• Participating in medical case conferences with injured workers and treating practitioners.
• Ensuring claims activities meet required timeframes, regulatory requirements, audit criteria and performance measures across compliance, case management and data quality.
• Administering workers compensation entitlements, including PIAWE, ongoing weekly benefits and claims-related payments.
• Maintaining accurate and timely claims documentation and data within the injury management system.
• Conducting regular claims reviews, documenting agreed actions and providing meaningful reporting to managers.
• Using claims reporting and trends to identify opportunities to improve claims performance.
• Supporting and educating operational teams on workers compensation and return-to-work responsibilities.
• Monitoring the effectiveness of external service providers, including medical practitioners.
• Providing senior technical support and training to other claims team members.
• Supporting the implementation of workplace injury management policies, procedures and programs while fostering a positive recovery-at-work and safety culture.

Joining our team means working alongside talented, passionate professionals in a supportive and high-performing environment. You’ll also enjoy:

• Manageable caseloads that support quality case management.
• Flexible working arrangements that promote work-life balance.
• Career growth and development, with learning opportunities and pathways across our global organisation.
• A positive, values-led culture with a collaborative, caring and energetic team.
• Employee discounts across a wide range of products and services.

What you’ll bring

To succeed in this role, you’ll have:

• NSW Return to Work Coordinator certification.
• Demonstrated experience across early intervention, injury management and workers compensation.
• Sound knowledge of relevant workers compensation legislation and regulations.
• Understanding and practical experience working in accordance with SIRA Standards of Practice.
• Strong organisational skills, with the ability to prioritise competing demands and meet deadlines.
• Excellent attention to detail and strong written and verbal communication skills.
• Good customer service and teamwork capabilities.
• An understanding of medical terminology.
• Confidence using Microsoft applications and claims-related systems.

Experience within a self-insurance environment will be highly regarded, although it is not essential.

Why this role?

This is an opportunity to use your technical expertise to make a genuine difference to people navigating workplace injury and recovery. You’ll take ownership of complex claims while also helping build capability across the wider team.

You’ll work with a broad range of stakeholders, including operational leaders, injured workers, HSEQ, Payroll, Finance and People & Culture teams, as well as insurers, medical and legal providers and workers compensation authorities.

About our values

At ISS, our values guide how we work every day:

We Respect | We Act | We Care | We Deliver

If you are an experienced workers compensation professional who combines strong technical knowledge with a genuine commitment to recovery at work and positive claims outcomes, we’d love to hear from you.

Advertised: 16 Sep 2026 AUS Eastern Standard Time