Claims Complaints Management Specialist

  • Gosford, NSW, Australia, 2250
  • Parramatta, NSW, Australia, 2150
  • Sydney CBD, NSW, Australia
  • Wollongong, NSW, Australia, 2500

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  • Permanent
  • Ability to deal with complex claims complaints in Workers Compensation!
  • Permanent, Full time Opportunity, Sydney, Parra, Wollongong or Gosford
  • Hybrid working environment, salary from $116K + super

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. 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. 

We insure over 329,000 NSW businesses and 202 NSW Government agencies. We protect around 90 per cent of public and private sector workers in NSW – that's approximately 3.2 million people. icare is a trusted risk advisor to the NSW Government, protecting over $266.6 billion of the state's most iconic assets, including the Sydney Opera House and the Sydney Harbour Bridge.

The opportunity:

Receive, investigate and resolve icare’s escalated premium impact complaints on behalf of our Policy Holders and/or their representatives , by reviewing claim case files and offering feedback to Premium Appeals Team members on the strategies and solutions expected to be seen on the files in question and their adherence to legislative guidelines. 

It’s an exciting time at icare where no two days are the same; as a Claims Complaints Management Specialist you will:

  • Provide a clear understanding of any potential shortfalls noted in the case management processes and practices that may have had a direct impact on ‘best practice’ outcomes and an impact on the unnecessary escalation of costs.
  • Identify potential system failures in scheme agents’ service delivery and proactively recommend solutions to assist with resolution
  • Interpret and apply relevant sections of legislation, policy, contract and or other operational guidelines to resolve complaints
  • Resolve complex problems requiring practical application of knowledge, exercising initiative and judgement.
  • Together with other Premium Appeals Team Members, participate in customer meetings to deliver claim review findings in layman’s terms to aid the customer’s understanding. 

Your story so far:

  • Tertiary qualifications and/or extensive knowledge and experience in claims management and Workers Compensation Legislation
  • Strong written and verbal communication and ability to adapt to various stakeholders
  • Experience in dealing with complex complaints and claims
  • Demonstrate excellent time management skills, high confidentially standards, and have empathy and resilience
  • Ability to work autonomously in a stand alone role

What we offer:

We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach.

icare provides career opportunities and great employee benefits, including:  

  • Flexible working arrangements to help you balance work and life
  • A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
  • Comprehensive learning and development support 
  • Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
  • Access to our Employee Assistance Program
  • icare day – access to an extra day’s leave
  • 17.5% annual leave loading 


If you think you’re the right person for this role, please apply now. Don’t delay as we’re assessing applications as they are received.

icare recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If there are any accessibility adjustments you need to help you be able to apply for this role, please contact us at:

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.

  • icare is the brand of Insurance & Care NSW
  • For more information about icare visit our website
  • icare operates a direct sourcing model so no agency introductions will be accepted
  • We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant
  • A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles.

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icare acknowledges First Nations peoples as the Traditional Custodians of the land and acknowledges and pays respect to their Elders, past and present