Senior Dispute Resolution Specialist

Sydney

• Join icare’s Workers Compensation Team
• Permanent Role, hybrid working environment based in Sydney
• Grade 11/12 Starting Salary $145,000 plus superannuation

About the Role

The primary purpose of this role is to receive, respond, manage and effectively resolve complex complaints and disputes raised by internal and external stakeholders on behalf of our customers. Develop and implement opportunities to continually improve and enhance services to our customers, support the team and the team manager.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• icare day – access to an extra day’s leave
• 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 a Senior Dispute Resolution Specialist you will:

• Provide high quality specialist services to achieve positive customer outcomes for the workers compensation schemes managed by icare.
• Use your expert specialist knowledge to deliver accurate, timely, empathetic and efficient end-to-end resolution of complex customer complaints and disputes within set timeframes and in accordance with governing policies and procedures.
• Provide exceptional and empathetic customer service to those we serve through email and phone communications, as well as to our claim service providers (CSPs).
• Lead, guide, collaborate and proactively communicate with internal and external stakeholders to achieve positive customer outcomes.
• Demonstrate your leadership skills through the management of complex complaints, escalations and team needs.
• Identify significant and/or systemic problems through complaints and disputes raised and provide sufficient information to support performance management processes or other remediation actions where warranted.
• Maintain accurate and timely records of customer and stakeholder interactions.
• Prepare correspondence and briefing material to support appropriate responses to complaints with high attention to detail and accuracy raised by internal and external stakeholders or systemic problems identified through complaints received as and when required.
• Understands and meets the regulatory and relevant administrative and privacy law requirements when managing complaints and disputes.
• Performs other related duties as assigned.

Skills & Experience

• Tertiary qualification in law and admitted as a legal practitioner to the Supreme Court of NSW with a current practicing certificate
• 7 years + post admission experience
• Proven conflict resolution and negotiation skills, and a deep understanding of policies and applicable laws.
• Previous experience in alternative dispute resolution/litigation on insurance related matters.
• Comprehensive understanding of workers compensation legislation combined with a solid working understanding of New South Wales workers compensation scheme.

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.