Team Leader, Responsive & Proactive

Kent St

• Permanent contract with a 35 hour working week
• 17.5% annual leave loading and flex leave
• Hybrid working environment, offering starting salary of $120,859

About the Role

In this newly created role, you will play a key part in the day to day management and development of a team of front-line advisors to provide optimal care to clients whilst ensuring the Motor Accident Guidelines legislative requirements and CTP Care business needs are met.

You will be responsible for supporting the CTP care operations team, managing client escalations in an empathetic manner, utilising specialist support; whilst focusing on maximizing the client’s independence and supporting their treatment and care needs.

Benefits

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

It’s an exciting time at icare where no two days are the same: as a Team Leader you will:

• Lead a team of front line staff to ensure person centered, timely, high quality and cost-effective services are provided to meet client’s needs and scheme objectives.
• Develop individuals and lead a team to achieve business outcomes that are aligned to the KPI’s and quality assurance that monitor and measure key areas of the role. This includes, but is not limited to, individual and team workload management and workforce planning.
• Supporting the development and progression of team capabilities.
• Demonstrate, support and facilitate critical reasoning and thinking skills across a range of complex and/ or time sensitive decision-making environments involving clients, internal and external stakeholders e.g. NDIA, Lifetime Care, CTP insurers, in collaboration with internal specialist services.
• Keep abreast of and understand the Motor Accident Injuries Act 2017 (NSW) legislative framework and guidelines and how these contribute and impact the decision-making framework.
• Foster a team culture to drive performance and support the integration of roles within the team, to ensure collaborative, evidence based decision-making practices are applied to deliver optimal outcomes to clients. 
• Understanding payment processes, including the of review invoices, approvals and escalation processes.
• Manage and resolve frontline complaints or contribute to the resolution of escalated complaints, concerns and issues, supporting ongoing stakeholder relationships.

Skills & Experience

• At least 3 years experience as Team Leader within a personal injury insurer/ health care or disability setting. A sound understanding of the needs and perspectives of people with chronic injury within a legislated environment.
• Critical reasoning skills to ensure a high degree of integrity in the decision-making processes.
• Excellent communication skills – ability to build rapport and communicate complex information and create and nurture effective working relationships with all stakeholders including chairing case conferences.
• Ability to set clear expectations and engage in difficult conversations with clients and stakeholders in a clear and empathetic manner.
• Capability to work in a dynamic environment, supporting professional development and leading through change.
• Represent CTP care at off-site meetings.
• Qualifications in Insurance, Medical, Allied Health or related disciplines desirable.
• Strong understanding of the CTP scheme desirable.

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