Manager Customer Support

At WorkCover Queensland our vision is to be the best worker’s compensation insurer, to make a positive difference to people’s lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you’re someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover.   

A Bit About Us:

The Customer Support team at WorkCover Queensland is the first point of contact for injured workers, employers, and providers, guiding them through every stage of the workers’ compensation journey. We manage high-volume customer interactions, deliver accurate information, and provide technical support to ensure issues are resolved quickly and with care. As leaders within this team, we set the tone for service excellence, develop our people through coaching, drive outcomes that help Queenslanders get back to work safely, and support our vision of being the best workers’ compensation insurer and making a positive difference to people’s lives. 

You’Ll Contribute To:

• Leading ~4 Customer Support contact centre Team Leaders and their teams (approximately 48 staff) to deliver accurate, timely and empathetic customer service outcomes.  
• Driving a high-performance culture through uplifting capability of Leaders to deliver world class service standards. 
• Embedding continuous improvement and building change readiness across frontline teams.  
• Partnering with Customer Support Managers and enterprise wide stakeholders to deliver integrated, customer-centric service models aligned to WorkCover’s 5 year strategic plan.  

A Bit About You:

• Proven leadership experience (minimum 3 years) in managing leaders or senior team members, in large-scale contact centre or customer service environments.  
• Strong background in delivering customer-centric outcomes by leveraging operational reporting and digital platforms.  
• Change champion experienced in driving transformation and continuous improvement to uplift frontline performance.  
• Ability to build trusted relationships, influence stakeholders, and align teams to strategic goals.  

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities, and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.  

How do I apply?  

Please submit your resume and covering letter to Angela Moutsatsos, Talent Advisor with applications closing at 10 am, Wednesday 8 October.   

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds. 

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them. 

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld). 

Please Note: WorkCover does not accept unsolicited resumes from agencies and will not be liable for related fees. All recruitment is managed internally. Agencies must not represent or promote WorkCover roles without prior written authorisation.