About the Role

As an Operational Support Officer, you will play an significant role in supporting the efficient and effective delivery of services to Lifetime Schemes customers.

This is a broad and varied role that offers significant learning opportunities across a range of operational processes. Working in a fast-paced environment, you will manage high-volume workflows, adapt to changing priorities and support a range of stakeholders across the business. Success in this role requires agility, strong problem-solving skills and the ability to quickly learn and navigate complex processes while maintaining a high level of accuracy and customer service.

Working as part of a collaborative and customer-focused team, you will provide a range of administrative and operational support services that enable frontline teams to deliver positive outcomes for the people we serve. You will work proactively with customers, providers and internal stakeholders to manage requests, coordinate information, maintain accurate records and ensure key processes are completed efficiently and in line with service standards.

This role is suited to someone who enjoys working in a fast-paced environment, takes pride in delivering high-quality support and is motivated by contributing to meaningful outcomes for customers. Through your strong organisational skills, attention to detail and collaborative approach, you will help support the delivery of Lifetime Schemes' strategic objectives while contributing to a culture of continuous improvement.

Perks

- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- 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

As an Operational Support Officer, you will:

- Support frontline teams to deliver exceptional service and positive outcomes for Lifetime Schemes customers.
- Manage a variety of operational, administrative and customer support activities across multiple business processes.
- Respond to customer, provider and stakeholder enquiries, delivering timely and professional support.
- Build positive relationships with customers, providers and internal stakeholders to support effective service delivery.
- Ensure records, correspondence, service requests and business processes are managed accurately and efficiently.
- Utilise a range of digital systems and tools to support workflow management and operational excellence.
- Contribute to a culture of continuous improvement by identifying opportunities to enhance service delivery and team effectiveness.
- Manage high-volume workflows across multiple processes while effectively prioritising competing tasks and deadlines.
- Support frontline teams by handling customer, provider and stakeholder enquiries via phone and email, ensuring a professional and customer-focused experience.

Skills & Experience

We're looking for someone who brings:

- Experience in administration, operational support, customer service or a similar support-based role ideally across, health, rehabilitation, return to work,



insurance or similar is preferred
- Strong organisational skills and the ability to manage competing priorities
- Excellent attention to detail and a commitment to accuracy
- Strong written and verbal communication skills
- Confidence working with digital systems and learning new technologies
- A collaborative approach and the ability to build positive working relationships
- A customer-focused mindset and commitment to delivering quality service
- Initiative, adaptability and a willingness to identify opportunities for improvement
- Demonstrated ability to work in a fast-paced environment with changing priorities and high-volume workloads.

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, Recent Zealand citizen with a current Recent Zealand passport or have unrestricted working rights to apply for this role.

📌 Operational Support Officer (Newcastle)
🏢 iCare
📍 Newcastle