Customer Care Constultant

**Customer Care Constultant**:
NSW - Sydney CBD Workers Compensation Full Time

EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Come join us as a Case Manager and make a difference in the lives of injured workers in the hospitality industry Your role will be to provide support and guidance to those who have suffered from physical or psychological injuries, helping them recover and return to work.

We provide full training, so no previous experience in case management is required - although experience in allied health or rehabilitation support would be highly advantageous.

**THE ROLE**

Harness your Customer Service and Retail experience with EML’s only Specialised Insurance business, Hospitality Industry Insurance. We provide industry specific workers compensation insurance to over 1600 accommodation hotels, pubs, and clubs. This unique portfolio provides a rewarding and challenging opportunity in the NSW Workers Compensation Scheme.

As a Case Manager, you will work with a portfolio of physical and psychological claims, liaising with multiple stakeholders to manage the end-to-end claims process. This may include determining the claim liability, managing treatment, processing payments, attending case conferences and implementing recovery and return to work outcomes. Your empathetic and supportive approach will help injured workers navigate the recovery journey with confidence.

In our supportive environment, you will have ample opportunities for career progression and growth.

This will be a **permanent, full-time** position based in the **Sydney office**, with flexibility to **work from home** once fully trained.

**What are we looking for?**
- Demonstrated experience in customer service/retail/hospitality with a passion for helping people
- An empathetic, resilient, and motivational approach to provide customer centric support
- A driven professional with highly developed written and verbal communication skills, outstanding organisational and coordination skills
- Strong stakeholder engagement and management

**What will you do?**
- Assist an injured person and employer with the workers compensation claim process and provide support in the completion of relevant documents
- Make contact in a timely manner with the injured person to ensure access to required services
- Proactively manage the claims process to improve recovery and return to work outcomes for workers who have experienced a workplace injury or illness
- Provide ongoing advice to stakeholders on matters such as injured workers, employers, and providers

**WHAT WE OFFER**

**We stand together as equals. **EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

**_ EML provides career opportunities and great employee benefits, including_**:

- A diverse and collaborative team culture like no other
- Flexibility to work from home to support work/life balance
- A corporate wellbeing program with discounted health insurance and gym membership
- Generous discounts from over 350 retailers through our RewardsHub program
- Comprehensive learning and development opportunities to help you reach your full potential
- Access to support and counselling services with work or personal matters, through our Employee Assistance Program
- Companywide events to stay connected and celebrate success
- Entitlement to annual company incentive scheme + salary reviews
- Up to 16 weeks paid parental leave, plus super