Sydney

• Permanent contract with a 35-hour working week
• Learning and Development opportunities
• Hybrid working environment, offering competitive remuneration

About the Role

This role will require you to have a passion for supporting advocacy for fair and empathetic outcomes for those we serve across all schemes by enabling an enterprise approach to customer governance and monitoring and oversight of performance against the SIRA Customer Service Conduct Principle; effective governance and oversight of icare’s Complaints Framework; maintaining enterprise policies, standards and principles for Putting Those We Serve First; and supporting the identification of best practice customer advocacy approaches.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Hybrid working environment, offering competitive remuneration
• 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 an Advocacy and Governance Manager you will be;

• Supporting the development of best practice customer advocacy strategies, emphasizing dignity, empathy, and respect, especially for vulnerable or complex cases.
• Contributing to a sustainable customer advocacy program, promoting trust with the community, external stakeholders, and those we serve.
• Monitoring trends, insights, and industry developments, offering guidance on improving policies, strategies, and governance to deliver better customer outcomes.
• Assisting in the creation of enterprise policies and standards that prioritize fair treatment, enhanced conduct risk management, and support cultural change within the organization.
• Overseeing customer governance and monitoring performance against service principles to ensure timely, quality outcomes.
• Managing the Complaints Framework to ensure efficiency, fairness, and continuous improvement.
• Providing expert advice and recommendations to senior leaders and external stakeholders, contributing to improved service delivery and decision-making.
• Analyzing customer data to identify systemic issues or trends, offering impartial guidance to resolve problems and improve outcomes.
• Preparing reports, correspondence, and governance documents to support decision-making and ensure transparency.
• Maintaining accurate, confidential records and implementing quality and risk controls. This is an opportunity to contribute to a customer-focused culture and drive positive change in service delivery.

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, 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. 

• 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.

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.