Senior Regulatory Affairs & Complaints Specialist

WorkCover Queensland; Queensland; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Industry competitive salary

Generous superannuation scheme

Study assistance

Health and wellbeing program

Job summary

A leading workers' compensation insurer is seeking a Senior Regulatory Affairs & Complaints Specialist in Queensland. This role involves providing strategic oversight and expertise in regulatory affairs and complaints management. You'll work on complex complaints, prepare insights for governance, and maintain strong relationships with regulatory bodies. Ideal candidates will have strong leadership skills, experience in personal injury insurance, and a tertiary qualification in a relevant field. The position includes a hybrid work model and competitive salary.

Qualifications

• Strong leadership and professional judgement.
• Experience in personal injury insurance or legal services.
• Ability to resolve complex complaints and manage priorities.

Responsibilities

• Provide regulatory advice aligned with policies.
• Lead management of high-level complaints.
• Prepare reports for governance committees and senior leadership.

Skills

Stakeholder engagement

Regulatory compliance

Complex complaints management

Leadership

Systems thinking

Education

Tertiary qualifications in Business, Legal or a related discipline

Job description

Are you passionate about stakeholder relationships, thrive on detailed, high quality administration, and ready to make your mark in an organisation transforming the future of workers’ compensation in Queensland? WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

We’re seeking an experienced Senior Regulatory Affairs & Complaints Specialist to join our Risk Division, bringing exceptional administrative capability, meticulous attention to detail and strong stakeholder engagement skills. In this pivotal role, you’ll provide strategic oversight and subject matter expertise across regulatory affairs and complaints handling, helping ensure fair, consistent and high quality outcomes for workers, employers and stakeholders.

This is an opportunity to grow — or step into — regulatory affairs, directly influence organisational decision making, shape policies and frameworks, and contribute to the evolution of our complaints management culture — all while delivering with heart, owning the outcome and working best together.

What You’ll Do

As a strategic advisor and subject matter expert, you will partner with a broad range of stakeholders to:

• Provide timely, accurate and high quality regulatory advice aligned with internal policies and the Workers’ Compensation regulatory framework.
• Lead the management of complex, high level or systemic complaints, ensuring robust investigation, consultation and resolution.
• Prepare reports, insights and regulatory trend analysis for ELT, Board and governance committees.
• Maintain proactive, constructive relationships with key regulatory bodies, including the Workers’ Compensation Regulator, Review Unit and Medical Assessment Tribunal.
• Collaborate with internal teams and senior leaders to deliver high quality outputs for sensitive or high‑ risk‑ matters.
• Identify emerging risks and regulatory trends, guiding appropriate responses to maintain compliance and organisational resilience.
• Champion and continuously improve our enterprise complaints management program, policies and frameworks.
• Shape and guide the direction of regulatory and complaint handling‑ practices across WorkCover.
  

What We’re Looking For

You’re passionate about stakeholder relationships, building trust quickly to engage and influence confidently with diverse teams and senior leaders. Detail driven and proactive, you enjoy making sense of complexity and translating technical information into clear insights — all while balancing compliance, customer advocacy and operational performance

What You’ll Bring

• Strong leadership and professional judgement with the ability to balance strategy, compliance and operational efficiency to make informed decisions.
• Background in personal injury insurance, legal services, corporate governance, regulatory compliance, or complex complaints management.
• Highly developed knowledge and experience applying internal policies, the Workers’ Compensation and Rehabilitation Act and related regulatory frameworks (highly regarded).
• Demonstrated experience resolving complex complaints
• A systems thinking‑ mindset, considering upstream and downstream impacts when developing solutions.
• The capability to manage competing priorities, allocate time effectively and deliver high quality‑ outcomes to deadlines.
• Excellent interpersonal, written and presentation skills.
• Background in personal injury insurance, legal services, corporate governance, regulatory compliance or complex complaints management.
• Tertiary qualifications in Business, Legal or a related discipline (postgraduate highly regarded).
  

A Bit About Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. We turn care into action, act with integrity, and work together to unlock what’s possible. If you value empathy, collaboration, and continuous improvement, you’ll find a great community at WorkCover.

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

How Do I Apply?

If this sounds like you, we’d love to hear from you - submit your application today! Applications close 5pm Tuesday 24th of February 2026.

We are committed to reflecting the diversity of the Queensland community and welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, neurodivergent individuals, people with disability, and those from culturally and linguistically diverse backgrounds. We can provide accommodations or adjustments at any stage of the recruitment process — just let us know.

Pre-employment checks will include Right to Work in Australia, Police Check, Education Check, Reference Check, and where appropriate, Visa Check. All information will be treated confidentially in accordance with the Information Privacy Act 2009 (Qld).