Service Review Analyst

Geelong - Australia

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Service Review Analyst

$124535 per annum 12% superannuation
Full time fixed term opportunity to 29/03/2027
Wadawurrung/Geelong based role (hybrid working 3 days a week in office)

About the opportunity

The Service Review Analyst will play an important role in meeting WorkSafes performance targets associated with our critical measures including Sustainability RTW Index & Service. This role requires flexibility and responsiveness to the needs of the scheme.

The Service Improvement and Complaints branch is charged with the responsibility for reviewing and where necessary intervening in matters related to complex complaints against Agents about the management of injured workers claims. This position specifically requires the incumbent to investigate written complaints and liaise closely with authorised Agents and other stakeholders to resolve issues provide technical advice and prepare clear and concise written responses to complaints raised via written sources.

Key accountabilities:

Respond to telephone and email complaints on claims management issues
Determine the most appropriate course of action in relation to the specific subject of complaint
Investigate and research issues driving complaints against Agents
As appropriate intervene to ensure that relevant matters are resolved in a timely and satisfactory manner
Prepare Ministerial and Executive briefs and written correspondence on a range of complex issues associated with Agent claims management

Please ensure you review the Position Descriptionhere for additional information on accountabilities for this role.

About you

You are an experienced complaints management professional who enjoys making a difference. Your communication and organisational skills are high level. You are a team-oriented person who enjoys delivering as an effective team member within a high-pressure environment. Your ability to work in a co-operative manner shows your capability to deal effectively with a wide variety of tasks within strict deadlines. Further you will also possess:

Thorough and demonstrated understanding of the Accident Compensation Act 1985 & Workplace Injury Rehabilitation and Compensation Act 2013
Thorough understanding of the wider insurance system and the environment in which Authorised Agents operate
High level representation and negotiation skills
Demonstrated ability to organise and prioritise issues to meet critical deadlines
An ability to show resilience during demanding situations
Basic PC skills in Microsoft Office

Working with us

At WorkSafe our goal is for every employee to feel connected safe and valued within their team for teams to feel appreciated in the workplace and for WorkSafe to be respected in the community.

We believe that a diverse workforce is essential for delivering the best outcomes for the Victorian community. We strongly encourage applications from all individuals including First Nations people people with disabilities those from diverse cultural and linguistic backgrounds and individuals of all sexualities and genders.

Whats next

Applications close 11:00pm Monday 13th April 2026. Click the link to apply and join us in making a difference to Victorian lives.

Only applications submitted via the WorkSafe Careers website will be considered.

Preferred candidates will be required to satisfactorily complete a Nationally Coordinated Criminal History Check and/or other checks as required for the position as part of the recruitment process.

Eligibility for ongoing employment with WorkSafe Victoria requires Australian or New Zealand citizenship or permanent residency.

Due to the volume of applications received individualised feedback will only be provided to candidates who progress to interview stage.

To ensure a fair and open recruitment process we request that you complete your written application and any online interviews without the use of AI tools. We want to understand your professional skills experience and capabilities. We acknowledge that candidates may choose to use AI as part of background research.

For further enquiries please contact Talent Acquisition Specialist Brittany Walker via email .

Required Experience:

Service Review Analyst$124535 per annum 12% superannuationFull time fixed term opportunity to 29/03/2027Wadawurrung/Geelong based role (hybrid working 3 days a week in office)About the opportunityThe Service Review Analyst will play an important role in meeting WorkSafes performance targets associ...