Policy Support Officer

Summary: Deliver workers compensation underwriting solutions & partner with the workers compensation underwriting front line teams to enhance the customer experience

Location: Parramatta NSW

• 15 months FTC Opportunity as a Policy Support Officer with icare
• Hybrid working environment, office in Parramatta NSW
• Offering starting salary of $87,199

About the Role

Deliver workers compensation – underwriting solutions across a broad portfolio of workflow activities and partnering with the workers compensation – underwriting front line teams to enhance the customer experience and to build and develop the customer centric reputation of icare consistent with our values and principles.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Policy Support Officer you will:

• Receive, respond and resolve enquiries and address a range of other matters raised by customers to support the provision of a high standard of customer service.
• Support the review of customer centric principles to ensure alignment and compliance with the business plan.
• Respond to issues associated with emerging trends to ensure that any areas of concern in customer centricity are effectively addressed.
• Receive, respond and resolve referrals which may come from a broad range of sources including: from within icare and from external sources.
• Draft responses on a range of customer response matters to protect and enhance the reputation of icare and to provide outstanding experiences for icare’s customers.
• Advocate for the customer to ensure their concerns and complaints are responded to and addressed.
• Participate in customer experience programs that contribute to the delivery of improved outcomes for our customers.
• Partner with other icare service lines to support the achievement of business objectives.

Identify and report on trends and opportunities to improve customer experience and to enhance the service that icare deliver.

Skills & Experience

• Experience in workers’ compensation and customer service, preferably in the financial services or insurance industry.
• Experience within an administration capacity or back-of-house business support function.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply.   We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve.  Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.