Claims Specialist - Hawthorn East

A new role means a new way to win together. We’ve been proudly serving Australian communities since 1914 and at the heart of our continued success lies our 115,000 team members working across the country. If you’re looking for a career-defining opportunity, take the next step and explore another way your work can have impact and make a difference.

About the team

Coles Group Insurance protects our team members, customers, and business. We work across a variety of areas, from workers compensation to property insurance to public liability insurance. Our team offers strategic advice that guides decision making and helps Coles Group achieve its business outcomes.

At Coles, our Legal and Safety team plays a critical role in supporting the wellbeing of our team members and ensuring compliance with workplace safety standards. Coles Team Cover are a collaborative, high-performing group that values empathy, accountability, and continuous improvement. We work closely with internal stakeholders and external providers to manage workers compensation claims effectively, reduce the impact of workplace injuries, and promote safe work practices across the business.

Responsibilities

• Effectively manage workers’ compensation claims to achieve optimal outcomes for all stakeholders.
• Manage a portfolio of claims in compliance with state laws and company policies, ensuring injured team members receive correct entitlements and understand their rights and responsibilities.
• Facilitate timely resolution of claims with a strong focus on engagement between injured team members and the business to foster collaboration and continuous improvement.
• Coordinate and manage external service providers while gathering information from internal stakeholders to support effective claim management.
• Work closely with the Safety Team to monitor and develop strategies that improve key safety metrics, including Return-to-work rates, Return-to-work plans, Mental health prevention strategies, Serious incident and injury prevention.
• Educate and guide business partners on effective behaviors and strategies to maximize recovery and return-to-work outcomes.
• Conduct timely case reviews with stakeholders to ensure claim strategies are devised and achieved.
• Ensure compliance with legal, self-insurance, and business requirements, following processes to manage claims within legislative timelines.
• Escalate complex or high-risk claims to management and contribute to risk mitigation strategies.
• Maintain a professional interface with internal and external stakeholders, ensuring a positive experience regardless of claim outcomes.
• Work collaboratively within the Legal and Safety teams, contributing to a high-performing team culture aligned with company values.

Education

Qualification or certification in a health or business-related field (Ddesirable but not necessary)

Must-Have Skills

• Basic understanding of workers’ compensation claim management.
• Ability to interpret legislation, policies, and standards.
• Strong customer service and negotiation skills.
• Excellent written and verbal communication.
• Sound problem-solving, analytical skills, and commercial judgment.
• Proficient in Microsoft Office Suite.
• Familiarity with electronic information management systems.
• Experience with claims management systems.
• Ability to manage complex scenarios and defuse challenging situations.
• Commitment to continuous learning in workers’ compensation and legal frameworks.

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email ••••@coles.com.au

Job ID: 193446

Employment Type: Full time