Customer Service Representative

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Parramatta, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

As a Customer Service Representative, you will play an integral part within one of our supportive and growing business units helping make a positive impact on an injured workers life. Your role will consist of; inbound and outbound calls with external stakeholder and claim administration duties.

This will be a full time, permanent position commencing on the 20th of April 2026 based in our Parramatta office, with work-from-home flexibility (up to 3 days per week) considered from month three, subject to performance and approval.

YOUR RESPONSIBILITIES

• Assist the worker and employer with the claim process and providing support in the completion of relevant documents to ensure timely access to required services to support return to work and injury recovery
• Pro-actively proceed with appropriate case management to achieve the optimum outcome of early sustainable return to work for workers with reasonable claim costs
• Ensure that allocated work is actioned within appropriate timeframes
• Manage telephone enquiries within EML’s guidelines and adhere to the EML’s Communication Policy
• Collaborating with Injury Management Specialists and other subject matter experts to collect information and ensure customers receive expert advice and support
• Recording and maintaining accurate records

ABOUT YOU

• You will show a high level of empathy while being passionate about providing great customer service
• You will be a great listening, display excellent communication skills and have a solution focused mindset
• You will embrace change with confidence and are comfortable with in a multi-system environment whilst having the ability to handle and overcome challenges
• Having great attention to detail, you will enjoy learning and growing within the business
• Proficient use of Microsoft Office Suite

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

• A diverse and collaborative team culture like no other

• Flexibility to work from home to support work/life balance

• A corporate wellbeing program with discounted health insurance and gym membership

• Generous discounts from over 350 retailers through our RewardsHub program

• Comprehensive learning and development opportunities to help you reach your full potential

• Access to support and counselling services with work or personal matters, through our Employee Assistance Program

• Companywide events to stay connected and celebrate success

• Entitlement to annual company incentive scheme + salary reviews

• Up to 16 weeks paid parental leave, plus super
  

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now.