Claims Support Officer

A new role means a new way to win together. We’ve been proudly serving Australian communities since 1914 and at the heart of our continued success lies our 115,000 team members working across the country. If you’re looking for a career-defining opportunity, take the next step and explore another way your work can have impact and make a difference.

About The Team

Coles Group Insurance protects our team members, customers, and business. We work across a variety of areas, from workers compensation to property insurance to public liability insurance. Our team offers strategic advice that guides decision making and helps Coles Group achieve its business outcomes.

At Coles, our Legal and Safety team plays a critical role in supporting the wellbeing of our team members and ensuring compliance with workplace safety standards. Coles Team Cover are a collaborative, high-performing group that values empathy, accountability, and continuous improvement. We work closely with internal stakeholders and external providers to manage workers compensation claims effectively, reduce the impact of workplace injuries, and promote safe work practices across the business.

Responsibilities

Timely processing of claim related correspondence to ensure that claims are effectively managed in accordance with self-insurance and regulatory compliance objectives and to promote positive recovery of injured team members on workers compensation.

• Register new claims on the claims systems ensuring consistency and accuracy with data input
• Assist with data integrity and alignment with claims system
• Work with external parties on supporting technological initiatives such as the Provider Portal
• Process claims payments on the claims systems
• Archive and recall finalised files as required
• Run periodical reports and assist with distribution, eg. reconciliations of claims payments
• Provide customer service to callers to the CTC phone line to ensure resolution of queries.
• Manage and distribute mail daily, including locating, distributing and returning files where tasks and or diaries are due
• Provide administrative support to the Coles Team Cover Team
• Develop an understanding of the Coles Team Cover claims processes for workers compensation
• Identify and promote business process improvement within the claims support area
• Undertake other projects as requested by the Central Operations Team Lead or Manager
• Remain up to date with compliance requirements for self-insurance and ensure work delivered meets with these requirements
• Manage release of information requests to closure
• Follow operating procedures and outline to Central Operations Team Lead any improvements that could be made
• Understand the businesses and team’s needs to provide support that meets their needs.
• Provide coverage for other CSOs throughout leave periods through understanding work requirements across multiple jurisdictions.
• Work collaboratively within the Insurance team, taking an active role in contributing to a cohesive, high-performing and successful team culture, embracing the Coles Group Values

Qualifications

• Previous administrative experience desirable
• Basic experience in a claims management environment is desirable
• Understanding of key regulatory and statutory insurance obligations desirable

Commercial Skills

• Strong written and verbal communication skills
• Excellent planning and organisational skills
• Team oriented and customer focussed
• Excellent quality and attention to detail
• Ability to adjust to a changing landscape

Technology Competency and Familiarity

• Microsoft Office suite of products
• Electronic Information Management systems
• Claims Management Information systems
• Various in-house databases

What’s in it for you?

• Flexible working options We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About The Recruitment Process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email [email protected]

Employment Type Full time