Senior Client Services Officer

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

Searching for real purpose and authentic people? Harness your Client Services expertise and help us resolve workers’ compensation disputes.

Workplace Injury Commission (WIC)

Melbourne

$102,762 per annum (plus super) + excellent mentoring and support

• Enjoy rewarding work, a respectful culture, and the support you need to thrive
• Competitive remuneration, flexibility, and incredible benefits
• Play a key role supporting WIC as we help injured Victorians find a way forward

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The impact you'll have:

At the Workplace Injury Commission (WIC), we've helped thousands of injured workers and employers to resolve their disputes and move forward with their lives. We're a robust Victorian Government statutory authority that's making an impact.

As we continue on an exciting chapter of growth, we need you to join us as a Senior Client Services Officer. The Senior Client Services Officer provides technical expertise and support for the Client Services Team, and is responsible for acting as an initial escalation point for Client Services Officers (CSO). You'll help manage and provide advice on incoming Applications for Conciliation, attending to queries and determining the best action for lodgements to ensure this contributes towards efficient and accurate management of processing disputes.

In addition to supporting and guiding the team, you will provide first line customer service, work on a rotational covering reception and switchboard, and mail duties where required, aligned with the customer service focus of WIC.

Along with your drive and passion working with people, you will contribute your knowledge and understanding of the Accident Compensation Act 1985, and Workplace Injury Rehabilitation and Compensation Act 2013.

Who we're looking for:

The ideal candidate genuinely enjoys working with people and along with your commitment to exceptional client experience, you will have:

• Strong client service experience, particularly working with vulnerable people from diverse backgrounds with complex circumstances and needs.
• Demonstrated knowledge and understanding of the Accident Compensation Act 1985, and Workplace Injury Rehabilitation and Compensation Act 2013, as it relates to conciliation activities, claims management process, medical terminology and dispute resolution mechanisms.
• Prior knowledge and experience on how to support specific administrative and operational functions within a service delivery environment.
• Strong interpersonal skills, with the ability to develop and maintain positive internal and external stakeholder relationships that support the delivery of exceptional service.
• Ability to promote and embrace change with openness and adaptability, incorporating different ways of working and adopting new technologies.
• Displays and drives a proactive leadership approach, taking initiative and responsibility with responding quickly to needs of the service and colleagues.

For further information, please refer to our position description which you can access through our careers site.

Resolution matters. And so do you.

We're a stable, purpose-driven organisation that offers you meaningful work, a welcoming and vibrant team culture, and a range of benefits, including:

• Competitive remuneration, plus generous allowances and reimbursements for study, wellbeing and home-office working.
• More leave when you need it most - flexible leave arrangements tailored to you.
• Access to our 24/7 holistic mental health and wellbeing program for you and your family.
• A progressive and supportive work environment with experienced leaders who are invested in you.

Here are some of the things we hope you'll love about working with us:

• Help Victorians find a way forward

As a Senior Client Services Officer, you'll play a vital role in supporting WIC to help injured workers and employers overcome some of the most challenging times of their lives.

• Find support and relationships that count

Respect is a key value here. We trust and empower you to be your best self, at work and home.

• Respect today, shape tomorrow

Bring your diverse thinking and help make us even better.

• Be rewarded for your contribution

We offer you real professional development opportunities plus a wide range of rewards and benefits to help you thrive.

Visit our careers site to find out more and read the stories of our incredible people.

Want to help us shape a brighter future? Join us.

Please note: Applications will be reviewed throughout the application period, and interviews may commence before the application period expires.

WIC is an Equal Opportunity Employer that values the diversity of its people. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. If you require assistance or adjustments to fully participate in the application or interview process for this role, please contact us via email *******@wic.vic.gov.au

Only people with the right to work in Australia may apply for this position. You will be required to undergo a National Police Check as part of the recruitment process. Successful candidates will be required to provide evidence of their COVID-19 vaccination status or medical exemption prior to commencing employment.