12-month fixed-term contract
Salary from $87,199 + superannuation
Sydney CBD (Kent Street) and Parramatta location
Hybrid working model with 3 days per week in the office
About the role
This is more than a traditional contact centre and operational role.
You'll be the first point of contact for customers, families, healthcare providers and stakeholders, helping to navigate enquiries relating to care, treatment and support services.
Some conversations will be straightforward, while others may involve vulnerable customers, serious injuries, palliative care arrangements or sensitive notifications.
Your ability to listen, stay calm and provide compassionate support will make a real difference.
Alongside customer interactions, you'll manage operational workflows, coordinate service requests, process invoices and support a range of administrative activities that help deliver positive outcomes for customers.
You'll work in a collaborative and supportive team environment, with rostered contact centre shifts of up to four hours at a time, balanced with other operational support responsibilities throughout the week.
What you'll be working on
Providing exceptional customer support through phone, email and administrative channels
Managing enquiries from customers, families, healthcare providers and service partners
Supporting customers through sensitive and complex situations with empathy, professionalism and care
Processing invoices, payments and funding-related requests with accuracy and attention to detail
Managing competing priorities and high-volume workflows across multiple systems and tasks
Coordinating documentation, records, correspondence and service requests
Working collaboratively with internal teams to ensure timely customer outcomes
What you'll bring
Experience in a contact centre, customer service,



administration or operational support environment
Experience or exposure within healthcare, aged care, rehabilitation, disability, return-to-work or medical administration environments will be highly regarded
Confidence and professionalism when handling phone-based customer interactions
Genuine empathy and resilience when supporting people experiencing difficult circumstances
Solid communication skills and the ability to build rapport through natural, authentic conversations
Excellent organisation skills, with the ability to prioritise and manage multiple tasks effectively
Strong attention to detail, particularly when managing financial processing, invoices or funding requests
Sound problem-solving skills and the ability to navigate complex customer enquiries
Why you'll love working with us
You'll join a diverse and supportive team that values collaboration, authenticity and customer outcomes.
We believe technical skills can be taught, but kindness, resilience and a genuine desire to help others are what make people successful in this role.
You'll have the opportunity to:
Build meaningful relationships with customers and stakeholders
Develop expertise in a specialised and purpose-driven area
Grow your operational, customer service and problem-solving skills
Work alongside experienced and supportive colleagues
Make a genuine difference in the lives of people and families across NSW
What we offer
Work-life balance:
Flexible and hybrid working arrangements




Health and wellbeing:
Gym subsidies, health checks, and EAP support
Career development:
Learning opportunities to grow your skills and career
Employee benefits:
Extra leave, health insurance discounts, salary packaging and novated leasing
Inclusive culture:
Recognition programs, mental health initiatives and support for hidden disabilities
About icare
icare provides insurance and care to the people, businesses and communities of NSW.
Our work supports recovery, independence and safer workplaces.
We protect homes, public assets; and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future.
We believe the better we do, the better for NSW.
Apply now
If you are looking for work that matters and an opportunity to contribute to better outcomes for NSW, apply now.
We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive.
For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve if you need adjustments during the process please note this in your application.
Before you apply
To be eligible for this opportunity, you'll need unrestricted Australian working rights and be able to live and work in NSW.
This includes Australian citizens, permanent residents and New Zealand citizens with a current passport.
As part of our recruitment process, you'll also be asked to complete standard pre-employment checks, including a criminal history check.
Please note: icare operates a direct sourcing model and does not accept agency introductions.

📌 Operational Support Officer (New South Wales)
🏢 iCare
📍 New South Wales