WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives. 

Our written words matter. They help explain the complex and guide people through what can be a difficult time with clarity and compassion. That’s why we’re looking for a Manager Customer Engagement to shape and deliver WorkCover’s direct customer communications strategy. Reporting to the Head of Communications, this role is pivotal in how we engage with the people who rely on us: injured workers, employers, and partners across Queensland. 

What You’ll Do 

• Shape and deliver the strategic direction for customer communications across direct channels. 

• Shape and champion WorkCover’s customer communication standards — ensuring clarity, empathy, and compliance. 

• Build and lead a high-performing customer engagement practice, fostering collaboration and capability uplift within the team and across the organisation. 

• Stay hands on and lead by example, developing clear, accessible and empathetic customer content Oversee implementation of engagement technologies and tools to deliver scalable, consistent communications. 

• Use evidence and feedback to improve the effectiveness of communications across customer journeys. 

About You 

• Proven leadership in customer engagement, communications and content, ideally in a complex or regulated environment. 

• Strong strategic planning and communication governance skills. 

• Expertise in tone of voice and writing to influence behaviour and perception. 

• Experience rolling out customer communications platforms. 

• Ability to collaborate, coach and author with multiple stakeholder groups. 

• A passion for creating customer communications that deliver the customer experience. 

• Qualifications in marketing, communications or a related field are highly regarded. 

About Us 

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.