As an Operational Support Officer, you'll provide administrative and operational support that enables frontline teams to deliver quality outcomes for Lifetime Schemes customers. Working across a variety of workflows, you'll balance competing priorities, manage complex requests and support customers, providers and internal stakeholders through a range of service and operational processes.

This is a varied role requiring strong judgement, adaptability and attention to detail, with opportunities to contribute to continuous improvement and operational excellence. Working as part of a collaborative and customer-focused team, you'll play an important role in helping frontline teams deliver positive outcomes for the people we serve.

What you'll be working on

Manage high-volume workflows and service requests across multiple operational processes
Support customers, providers and internal stakeholders through phone and email enquiries
Process complex funding and treatment-related requests requiring accuracy and sound judgement
Maintain records, correspondence and documentation in line with business requirements
Coordinate operational and administrative activities that support frontline service delivery
Prioritise competing tasks while meeting service standards and team objectives
Build strong working relationships across teams to support effective collaboration
Contribute to continuous improvement initiatives that enhance customer and operational outcomes

What you'll bring

Experience in administration, operational support, customer service or a similar environment
A customer-focused mindset with the ability to provide professional and responsive support
Strong organisational skills and the ability to manage competing priorities effectively
Sound problem-solving skills and confidence working through complex requests and processes
High attention to detail when managing records, information and funding-related transactions
Excellent verbal communication skills and a professional phone manner
Ability to work collaboratively with colleagues and stakeholders to achieve shared outcomes
Exposure to health, rehabilitation, return-to-work, insurance or related environments will be highly regarded

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.