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.
Senior Customer Engagement Specialist
Great customer communications isn’t about writing a single email, letter or webpage. It’s about creating connected experiences that help people understand what’s happening, what it means for them and what to do next.
We’re looking for two Senior Customer Engagement Specialists to design and improve communications across customer journeys.
You’ll design and write content that works together across channels, giving customers clear and consistent information at the right time.
At WorkCover Queensland, our communications support workers, employers and providers at important points in their journey. The words we use can help someone understand a decision, take the right action and feel supported during a challenging time.
You’ll:
- design and improve communications across customer journeys
- help customers understand complex information and know what to do next
- make customers feel supported at important moments.
What you’ll do
- Plan, create and maintain clear, compliant and engaging customer communications.
- Apply plain language, behavioural science and customer principles to improve understanding and encourage action.
- Map and redesign communications across customer journeys.
- Build for better as part of a small, new team. That means templates, processes, and better ways of working so we can scale our impact more efficiently.
- Manage communication assets through their full lifecycle.
- Provide expert customer communication and content design advice.
- Support writing and tone of voice training to business teams.
- Support growing capability in customer communication management, prompt libraries and AI tools.
- Analyse customer feedback and communication performance.
- Contribute to measurement and reporting for leadership.
- Work with project and operational teams to improve customer communications.
About you
You’ll have:
- Strong writing and editing skills, supported by experience in customer communications or content design
- Demonstrated expertise in plain language and customer-centred writing
- A proven track record of designing connected content across channels to encourage customer action and deliver measurable outcomes.
- Knowledge of behavioural science or behavioural economics
- Experience turning complex, technical or regulated information into clear customer content
- Experience managing communication assets, reviews and approvals
- The ability to use feedback and evidence to improve communication effectiveness
- Confidence advising, coaching and collaborating with diverse stakeholders
- Strong judgement and the ability to deliver quality work across competing priorities.
We're building this capability and don't expect every process or standard to already be in place. We're looking for someone who enjoys improving the way things work, sharing practical experience and helping establish good practices as the capability grows.
Experience in insurance, financial services, government, health, utilities or another complex or regulated environment would also be valuable.
Why Join Us
Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values
When you join us, you’ll benefit from:
- A purpose‑driven organisation where your work genuinely makes a positive impact on Queenslanders’ lives
- A collaborative and supportive team environment that values empathy, trust and working together
- Hybrid work arrangements that support flexibility and work–life balance
- Personalised learning and development opportunities to support your growth and career progression
- A holistic health and wellbeing program designed to support you both professionally and personally
- Industry‑competitive salaries
- A generous superannuation scheme, including co‑contribution
- Study assistance to support ongoing education and professional development
You can find out more about what it’s like to work with us by visiting Working at WorkCover Qld.
How do I apply?
If this sounds like you, we’d love to hear from you. Applications close 4pm Wednesday 7th October 2026.
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.
Acceptance of applications submitted after advertising closes is at the discretion of the selection panel.
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). All permanent appointments are subject to a probationary period in accordance with our policy.
