Claimant Support Officer

3 days ago

Sydney, Australia NSW Department of Customer Service Full time

The State Insurance Regulatory Authority (SIRA) is looking for a Claimant Support Officer to join our team.

**Benefits**
- Ongoing position
- Clerk Grade 3/4
- Salary range: $84,659- $92,701 + super, commensurate with experience
- Flexible working arrangements currently 2 days per week in office
- State of the art offices, Sydney CBD
- Wellbeing programs and resources available
- Excellent career development and learning development opportunities

**About Us**
This is an exciting opportunity to work in our State Insurance Regulatory Authority (SIRA) who regulates three statutory insurance schemes in NSW. This role sits more specifically in our CTP Assist team who operate predominantly as an outbound call centre that proactively contacts injured people at key milestones during their claims journey.

**Your responsibilities will include**:

- Deliver customer support and information via outbound calls to ensure claimants understanding of their entitlements and obligations
- Capture, manage and resolve frontline claimant enquiries and complaints to ensure outcomes are achieved on time and to the expected standard
- Educate claimants on legislation, procedures, their rights and responsibilities to improve community awareness
- Contribute to the identification of trends to support continuous service improvements

**About you**:

- Strong customer focus with high level of customer experience.
- Strong written and verbal communication skills
- Demonstrated ability in handling complex calls and providing solutions.
- Ability to negotiate and influence on complex matters.

If you want to be part of this customer centric, high performing team that prides itself in helping customers and providing solutions, we would love to hear from you

**What we need from you**:
To start your journey towards becoming our Claimant Support Officer, please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages)

Salary Grade 3/4, with the base salary for this role starting at $84659 base plus superannuation

**Closing Date: Monday 21st July 2025 [9:59am]**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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