Customer Resolution Advisor

  • Sydney CBD, NSW, Australia
  • Permanent
  • Join a collaborative, supportive team with a great culture
  • Permanent Full-Time opportunity, Sydney CBD office location
  • Hybrid working environment, salary from $101,947 + 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:

Negotiate solutions with Scheme participants, their families, service providers and icare staff to resolve complaints and prevent escalation of issues. Develop collaborative relationships with icare staff as well as external stakeholders, for example dispute assessors, to ensure participant disputes are resolved promptly and within the legislative framework. Contribute to continuous scheme improvement and ensure participants’ needs are met through the provision of person-centred injury management and service delivery advice, training, internal quality assurance, research and service development projects.

It’s an exciting time at icare where no two days are the same; as a Customer Resolution Advisor you will:

  • Investigate and resolve complaints from participants, service providers, stakeholders and the general public in relation to the Lifetime Care and Support Scheme, CTP Care and Workers Care programs and Dust Diseases Care.
  • Manage the process for resolving disputes about eligibility to the Lifetime Care and Support scheme and about Lifetime Care participant treatment and care needs in accordance with legislation and guidelines. This includes assessing each dispute for early resolution and escalating disputes to external assessors as required.
  • Develop and maintain influential and collaborative working relationships with internal staff and external stakeholders, to negotiate solutions, resolve issues informally and prevent formal disputes.
  • Assess and review the needs of Lifetime Scheme participants, applying a person centred approach whilst balancing what is reasonable and necessary in accordance with Guidelines and Legislation.
  • Participate in recruiting, training and monitoring Lifetime Care dispute assessors to ensure that dispute assessments meet participant needs and the needs of the Scheme. This includes providing them information about the applicable legislation, guidelines and procedures.
  • Participate in developing policies, procedures and guidelines relating to disputes and complaints in Lifetime Schemes, ensuring that the processes are accessible to those with an acquired severe injury.


Your story so far:

  • Excellent verbal and written communication skills.
  • Empathetic nature and confident with having difficult sensitive conversations with internal and external stakeholders.
  • Ability to critically analyse information and apply guidelines and legislation to make decisions.
  • Ability to make day-to-day decisions on disputes and complaints.
  • Ability to make effective judgements under pressure and within tight timeframes.
  • A background in disability or claims or exposure to medical information and/or injury management is highly regarded.

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