Customer Experience Specialist - Workers Compensation

About the role

WorkFocus Australia is seeking a Customer Experience Specialist to join its Western Australia team. Reporting to the Customer Experience Manager, you will use your rehabilitation industry experience to build and strengthen relationships with employers, insurers, agents and other stakeholders, driving customer satisfaction and business growth.

Key responsibilities

• Act as the single point of contact for allocated customers, handling all communication and support.
• Identify and understand customer needs, develop solutions and cross‑sell relevant products or services.
• Proactively manage portfolio performance and provide regular reporting to customers.
• Conduct service assessments and rehabilitation interventions in line with WorkFocus delivery standards.
• Develop and nurture relationships with key employers to expand workload through exceptional service.

Required profile

• Tertiary qualification in Occupational Therapy, Physiotherapy, Exercise Physiology, Rehabilitation Counselling or a related allied health / WHS discipline.
• Minimum two years experience in personal injury insurance.
• Strong understanding of customer drivers and service delivery in work and wellness contexts.
• Proven ability to generate repeat and new business within personal injury insurance schemes.
• Commercial acumen to support business growth, profitability and quality initiatives.
• Excellent organisational and time‑management abilities.

Required skills

What we offer

• Flexible working arrangements – community, home or office based.
• Mentoring and development from a multi‑award‑winning team.
• Clear career pathways with 90% of leadership promoted from within.
• Generous financial incentives and performance rewards.
• Additional annual leave purchase, parental leave and a comprehensive benefits package (salary sacrificing, fitness passport, novated leasing, referral program, etc.).
• Relocation assistance, fuel allowance and access to the broader MedHealth family.