Claims Coaches

WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

We’re seeking a capability coach who thrives on helping others grow – someone who can blend insight, empathy, and deep claims expertise to uplift the capability of our claim's professionals.

This is a high‑impact Claims Coach role where you’ll act as a trusted advisor, using data and behavioural insights to tailor coaching that strengthens technical decision‑making, communication, and practice management skills. If you’re energised by supporting people to build confidence, sharpen judgement, and deliver exceptional outcomes for injured workers, this is your opportunity to shape capability at scale and play a pivotal role in our transformation.

What You’ll Do

• Maintain strong knowledge of the Claims Capability Framework and supporting curriculum, technical and claims management requirements, and customer service excellence for customer facing claims roles.
• Work with internal stakeholders and people leaders to agree areas for coaching focus.
• Provide deskside coaching to customer facing claims team members (including file reviews where appropriate) based on agreed priorities, advancing technical and claims management capability, customer service excellence, judgement and confidence.
• Provide feedback to leaders of customer facing teams, highlighting individual and/or systemic capability strengths and gaps across their teams.
• Recommend potential development interventions to leaders of customer facing roles for on-the-job development and/or inclusion in Individual Development Plans.
• Communicate systemic capability gaps to the Claims Capability team and provide recommendations for development interventions.
• Deliver agreed development interventions including group coaching sessions, Lunch and Learns and other forums to facilitate peer learning and collaboration across the core claims group.
• Deliver programs from the claims curriculum as required.

What We’re Looking For

You’re an experienced claims practitioner with a truly holistic skillset – strong technical capability, clear and empathetic communication, and disciplined practice‑management habits that set the standard for great claims handling. You understand that coaching is far more than a conversation; it’s a structured, intentional process grounded in proven coaching frameworks, where you meet people exactly where they are and guide them toward greater capability, confidence, and impact.

You know how to translate insights into targeted development, tailor your approach to different learning needs, and create the kind of supportive, constructive environment where people feel safe to grow. Most importantly, you’re energised by capability uplift and committed to helping our claims handlers strengthen their judgement, refine their practice, and deliver exceptional outcomes for injured workers.

What You’ll Bring

• Minimum of 7 years actioning and /or advising on workers compensation or personal injury claims.
• Experience with coaching models (e.g. GROW, FUEL, SBI or similar), performance frameworks and quality assurance standards.
• Tertiary qualification in business or similar discipline highly regarded.
• Coaching and training qualification (highly desired).

A Bit About Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. We turn care into action, act with integrity, and work together to unlock what’s possible. If you value empathy, collaboration, and continuous improvement, you’ll find a great community at WorkCover.

At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values. Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry‑competitive salaries, a generous superannuation scheme (including co‑contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at recruitment@workcoverqld.com.au or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).

Please Note: WorkCover does not accept unsolicited resumes from agencies and will not be liable for related fees. All recruitment is managed internally. Agencies must not represent or promote WorkCover roles without prior written authorisation.

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