$152,556.00 per annum 12% superannuation Full Time, ongoing opportunity Wadawurrung Country / Geelong based (hybrid working model – 3 days per week in office) About the opportunity As the Team Leader, Service Review, you will be responsible for leading a team of Service Review Analysts that respond to complaints about workers compensation, Independent Medical Examinations (IMEs), self- insurers and service providers to ensure that all injured workers receive their allowable entitlements. This is an opportunity to become part of our leadership group and have influence to deliver scheme wide improvements. In addition, you will enjoy building relationships across diverse internal and external stakeholders, contribute to delivering a critical service and leading and coaching a team of complaints specialists. Key Responsibilities Lead a team of Service Review Analysts to resolve complex complaints from, or on behalf of, injured workers, employers and providers including complaints originating from the Minister's office, the Ombudsman, the Chief Executive, or the Board. Manage the daily workflow of the team to ensure complaints are dealt with in an appropriate and timely manner, with a high level of customer service delivered with empathy and understanding. Monitor team performance against KPIs, and report on key metrics, including conducting file reviews/audits and providing constructive feedback to team members. Be the escalation point for more complex cases, internal reviews and coaching of staff. Design and implement weekly, monthly and quarterly reporting on complaint trends and provide insights that can be actioned. Lead the development and execution of strategies to facilitate the capability uplift of the team, identifying and addressing skills and knowledge gaps. About you You will have outstanding leadership skills including experience in coaching and mentoring staff along with leading performance and change. Complaints management experience is desirable for this role along with managing performance in a fast paced legislative environment. In addition your strengths will include your communication skills and ability to influence stakeholders both internal and external across all levels. Additionally, you will possess the following skills and experience: Previous experience in a personal injury, legal, health, social services, or disability context Conflict resolution skills and the ability to handle challenging situations and to act in a professional and responsive manner Working knowledge of Victorian Workers Compensation Legislation and relevant compliance Knowledge of WorkSafe and its stakeholder landscape Previous experience at an industry Ombudsman or in administrative law would be highly regarded To ensure a fair and open recruitment process, we request that you complete all parts of the process without using AI tools. We want to understand your professional skills, experience and capabilities independent of an AI view.
