Career Opportunities: Team Leader - Service Review (4908)
Requisition ID4908 -Posted -Geelong - 1 Malop Street
* $152,556.00 per annum + 12% superannuation
* Full Time, ongoing opportunity
* Wadawurrung Country / Geelong based (hybrid working model – 3 days per week in office)
About the opportunity
As the Team Leader, Service Review, you will be responsible for leading a team of Service Review Analysts that respond to complaints about workers compensation, Independent Medical Examinations (IMEs), self‑insurers and service providers to ensure that all injured workers receive their allowable entitlements.
This is an opportunity to become part of our leadership group and have influence to deliver scheme‑wide improvements. In addition, you will enjoy building relationships across diverse internal and external stakeholders, contributing to delivering a critical service and leading and coaching a team of complaints specialists.
Key Responsibilities
* Lead a team of Service Review Analysts to resolve complex complaints from, or on behalf of, injured workers, employers and providers including complaints originating from the Minister's office, the Ombudsman, the Chief Executive, or the Board.
* Manage the daily workflow of the team to ensure complaints are dealt with in an appropriate and timely manner, with a high level of customer service delivered with empathy and understanding.
* Monitor team performance against KPIs, and report on key metrics, including conducting file reviews/audits and providing constructive feedback to team members.
* Be the escalation point for more complex cases, internal reviews and coaching of staff.
* Design and implement weekly, monthly and quarterly reporting on complaint trends and provide insights that can be actioned.
* Lead the development and execution of strategies to facilitate the capability uplift of the team, identifying and addressing skills and knowledge gaps.
Please ensure you review the Position Description here for additional information on accountabilities for this role.
About you
You will have outstanding leadership skills including experience in coaching and mentoring staff along with leading performance and change.
Complaints management experience is desirable for this role along with managing performance in a fast‑paced legislative environment.
In addition your strengths will include your communication skills and ability to influence stakeholders both internal and external across all levels.
Additionally, you will possess the following skills and experience:
* Previous experience in a personal injury, legal, health, social services, or disability context
* Conflict resolution skills and the ability to handle challenging situations and to act in a professional and responsive manner
* Working knowledge of Victorian Workers Compensation Legislation and relevant compliance
* Knowledge of WorkSafe and its stakeholder landscape
* Previous experience at an industry Ombudsman or in administrative law would be highly regarded
Working with Us
At WorkSafe, we aspire for every employee to feel connected, safe and valued in their team, for teams to feel valued in the workplace, and for WorkSafe to be valued in the community.
We believe that a diverse workforce is the key to delivering the best outcomes for the Victorian community and strongly encourage applications from all people, including First Nations people and people with disability, diverse cultural and linguistic backgrounds, sexualities and genders.
What's next?
Applications close 11:00pmon Monday 19th January 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 all parts of the process without using AI tools. We want to understand your professional skills, experience and capabilities independent of an AI view.
For further enquiries please contact David Heaney via email
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