Senior Client Services Lead — Worker Disputes & Resolution

Workplace Injury Commission; Melbourne; On-site; AUD 92,000 - 113,000; Full time

Benefits offered by this job

Mentoring and support

Flexible remuneration

Study allowances

Wellbeing program

Job summary

Workplace Injury Commission (WIC) in Melbourne is seeking a Senior Client Services Officer to provide technical support to the Client Services Team and act as the initial escalation point for CSOs. You’ll help manage Applications for Conciliation, address queries, and decide actions for lodgements to ensure efficient processing of disputes.

You will also deliver first-line customer service, rotate reception/switchboard duties, and handle mail duties, aligned with WIC’s client-focused approach

Qualifications

• Strong client service experience, particularly working with vulnerable people from diverse backgrounds with complex circumstances and needs.
• Knowledge of the Accident Compensation Act 1985 and Workplace Injury Rehabilitation and Compensation Act 2013 as it relates to conciliation activities.

Responsibilities

• Provide technical expertise and support for the Client Services Team.
• Act as an initial escalation point for Client Services Officers (CSO).
• Manage and provide advice on incoming Applications for Conciliation and determine best action for lodgements.
• Provide first-line customer service, cover reception and switchboard as needed, and perform mail duties.

Skills

Client service

Interpersonal skills

Leadership

Adaptability

Stakeholder management

Job description

Workplace Injury Commission (WIC) in Melbourne is seeking a Senior Client Services Officer to provide technical support to the Client Services Team and act as the initial escalation point for CSOs. You’ll help manage Applications for Conciliation, address queries, and decide actions for lodgements to ensure efficient processing of disputes.

You will also deliver first-line customer service, rotate reception/switchboard duties, and handle mail duties, aligned with WIC’s client-focused approach