Claims Capability Team Leader

The Opportunity As a Claims Capability Team Leader, you’ll play an important role in shaping the experience of our newest Claims team members, leading a team of new starters through their 12-week induction and onboarding journey. From welcoming them into WorkCover through to their transition into their permanent team, you’ll create an environment where people feel supported, challenged and equipped to build the capability they need to deliver great outcomes for our customers.

Working closely with Claims Capability Trainers, you’ll bring learning into the day-to-day environment through regular check-ins, practical on-the-job activities, coaching and constructive feedback. You’ll monitor progress, review work and decisions for accuracy, and help team members understand where they’re doing well and where they need to develop. At the end of their onboarding journey, you’ll be responsible for formally assessing and attesting that they have the capability required to transition into their permanent team.

Beyond individual development, you’ll create a safe, inclusive and high-performing team environment where expectations are clear and people are encouraged to grow. You’ll build strong relationships across Claims Capability, contribute to continuous improvement initiatives and help ensure our onboarding experience continues to develop the capability needed to deliver industry-leading claims outcomes. About You You’re a confident and supportive people leader who genuinely enjoys developing others.

You know how to coach people at different stages of their development, provide clear and constructive feedback and have the important conversations that help people improve. You’ll bring proven experience coaching, mentoring and developing others, along with a track record of delivering effective customer outcomes. You’ll also bring practical experience as a Monitored Claims Officer, Claims Representative, Customer Advisor or in a similar role, giving you the technical understanding and credibility to guide new team members as they build their own capability.

You’re comfortable making informed decisions, balancing priorities and maintaining a strong focus on quality, compliance and customer outcomes. Most importantly, you’ll be someone who can create a positive and collaborative environment where people feel supported to learn while understanding the standards expected of them. You’ll bring sound judgement, clear communication and a continuous improvement mindset, with a relevant tertiary qualification in Business, Management or a related discipline highly regarded.

How do I apply? If this sounds like you, we’d love to hear from you. Please submit your resume and a cover letter outlining your relevant skills and experience. Applications close 9am Monday 26 th October Prior to applying, please discuss your intent to apply with your leader and take a look at our expression of interest tips. The Claims Capability Team Leader position description is available on the intranet. This role is graded at Award Grade 4.

If you have any questions about this opportunity, please contact Chris Sherlock – Claims Capability Lead. 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.

Acceptance of applications submitted after advertising closes is at the discretion of the selection panel. To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at [email protected] or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes 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). All permanent appointments are subject to a probationary period in accordance with our policy.