WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. As part of this transformation, we're building a fresh, modern Capability function and introducing newly created roles that will redefine contemporary learning, coaching, and capability uplift across our Claims division.

We’re seeking an accomplished capability leader with deep experience driving coaching uplift at scale across complex, people‑centred environments — ideally within personal injury insurance, workers compensation, or broader injury management settings.

The Claims Coaching Lead is a pivotal role where you’ll shape the strategic direction of our coaching function, lead a high‑performing team, and ensure our coaching practice delivers measurable, organisation‑wide uplift in holistic claims capability. You’ll work closely with senior leaders, translate insights into targeted development strategies, and influence how we build technical excellence, communication capability, and disciplined caseload management across our claims workforce.

If you’re energised by leading through influence, building coaching cultures, and delivering capability outcomes that genuinely shift performance at scale, this is an opportunity to make a significant and lasting impact on the future of claims at WorkCover Queensland.

What You’ll Do

• Lead a high-performing team of Claims Coaches to deliver consistent and effective coaching support across customer facing claims roles focused on building holistic caseload management capability and customer service excellence aligned to the Claims Capability Framework. 
• Oversee collaboration with key stakeholders and business leaders to agree the strategy and priorities for the Claims Coaching team. 
• Collaborate with the Claims Capability team to design and develop relevant collateral to enable the Claims Coaches to effectively perform their role. 
• Develop trusted relationships with key internal and external stakeholders to facilitate the successful delivery of business-as-usual outcomes and continuous improvement initiatives.  
• Manage the day-to-day team workload and scheduling to ensure consistent delivery against customer expectations. 
• Drive calibration of coaching activities and resources to ensure alignment and consistency of approach. 
• Provide strong people leadership through clear goalsetting, coaching, and development, fostering a values driven and continuous improvement team culture while maintaining accurate records and meeting key compliance obligations‑setting, coaching, and development, fostering a values‑driven
• Support recruitment, onboarding, and development of new team members.  
• Oversee the identification of systemic gaps in frontline capability for review and distribution to relevant stakeholders by the Manager Claims Capability. 
• Support the Claims Capability team to deliver targeted claims people leader development interventions as appropriate. 
• Provide relevant updates, insights, and support to leadership

What We’re Looking For

You’re a seasoned capability leader with deep experience coaching at scale across complex, high‑stakes environments — ideally within personal injury insurance, workers compensation, or broader injury management settings. You bring a holistic understanding of what great claims practice looks like, spanning technical decision‑making, effective communication, and disciplined caseload management.

Your coaching capability is mature and grounded in recognised frameworks, and you understand that coaching is far more than a conversation; it’s a structured, intentional process that meets people where they are and guides them toward greater capability, confidence, and impact.

You’re skilled at interpreting data and insights, translating them into targeted coaching strategies, and leading a team to deliver consistent, high‑quality development across a large and diverse workforce. Most importantly, you’re a trusted advisor and strategic thinker who can influence senior stakeholders, uplift capability at scale, and build a coaching culture that strengthens performance across the entire claims function.

What You’ll Bring

• Deep experience in Workers Compensation or Life Insurance 
• Medical knowledge or Allied Health knowledge highly regarded 
• Experience effectively leading a team highly regarded. 
• Demonstrated experience effectively managing competing priorities.  
• Demonstrated experience building trusted, collaborative relationships with peers and other stakeholders. 
• Experience with coaching models (e.g. GROW, SBI, FUEL or similar), capability and performance frameworks and quality assurance standards. 
• Tertiary qualification in business or similar discipline. 
• Coaching and training qualification. 

A Bit About Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. We turn care into action, act with integrity, and work together to unlock what’s possible. If you value empathy, collaboration, and continuous improvement, you’ll find a great community at WorkCover. 

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld. 

How do I apply?

If this sounds like you, we’d love to hear from you. Submit your resume and cover letter today! Applications close Monday 2^nd March 4pm, with reviews early to mid March.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at recruitment@workcoverqld.com.au or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).