Senior Client Services Lead – Dispute Resolution

Department of Health; Melbourne; On-site; AUD 92,000 - 113,000; Full time

Benefits offered by this job

Rewarding work—respectful culture &支持

Competitive pay & benefits

Mentoring & support

Job summary

Workplace Injury Commission (WIC) in Melbourne is seeking a Senior Client Services Officer to provide technical support to the Client Services Team. You will serve as the initial escalation point for CSOs, manage and advise on conciliation applications, and assist with lodgements to ensure efficient processing of disputes.

You will also deliver frontline customer service, participate in reception coverage, and handle mail duties, contributing to a proactive, service-oriented environment aligned

Qualifications

• Strong client service experience with diverse, complex needs.
• Knowledge of the Accident Compensation Act 1985 and Workplace Injury Rehabilitation and Compensation Act 2013.
• Experience supporting administrative/operational service delivery functions.
• Ability to build and maintain internal/external stakeholder relationships.
• Willingness to adopt new technologies and drive change.
• Demonstrated proactive leadership and initiative.

Responsibilities

• Provide first-line customer service and support for CSO team.
• Act as an escalation point for Client Services Officers on cases.
• Assist with lodgements and conciliation applications to ensure accurate processing.
• Cover reception/switchboard on a rotating basis and perform mail duties.
• Apply knowledge of relevant acts to support dispute resolution processes.

Skills

Client service experience

Accident compensation acts knowledge

Administrative support

Interpersonal skills

Change management adaptability

Leadership initiative

Job description

Workplace Injury Commission (WIC) in Melbourne is seeking a Senior Client Services Officer to provide technical support to the Client Services Team. You will serve as the initial escalation point for CSOs, manage and advise on conciliation applications, and assist with lodgements to ensure efficient processing of disputes.

You will also deliver frontline customer service, participate in reception coverage, and handle mail duties, contributing to a proactive, service-oriented environment aligned