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 Newcastle, 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 be the first point of contact for injured workers, employers and stakeholders, providing guidance, information and world‑class service at a critical moment in their recovery journey.

In this role, you will manage a high volume of inbound calls, resolve general enquiries, and ensure callers are directed to the right people at the right time. You’ll play a key role in helping our customers feel supported, informed and confident in the next steps of their claims process.

As part of our interview process, successfully reviewed applicants will need to be available to attend a face-to-face group interview on Tuesday, 24 February 2026.

This will be a full time, permanent position commencing on the 30th March 2026 based in our Newcastle office, with work-from-home flexibility (up to 3 days per week) considered from month three, subject to performance and approval.

YOUR RESPONSIBILITIES

• Provide exceptional customer service as the first point of contact for general claims‑related enquiries

• Resolve questions where possible using first‑call resolution and clear, empathetic communication

• Redirect callers to the appropriate Case Manager or specialist team when required

• Support injured workers and employers by offering accurate information and guidance

• Handle a high volume of inbound calls from a wide range of stakeholders

• Maintain detailed and accurate records across multiple systems

• Work collaboratively with internal teams to ensure customers receive timely, consistent support

ABOUT YOU

• You are passionate about helping others and delivering great customer service

• You can demonstrate empathy, resilience and a calm, professional approach

• You have excellent communication and listening skills, with a solutions‑focused mindset

• You are comfortable working in a multi‑system environment and adapting to change

• You have strong attention to detail and enjoy learning new processes

• You are proficient in the 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.