Manager Customer Engagement

WorkCoverQueensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy.We’re embarching 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. WhatYou’llDo 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. What’s next? If this role sounds right for you, apply now by submitting your resume and application before 20 November 2025. 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 provide you the best the recruitment process. If there is anything that would help – like extra time, support with technology, or a different way to communicate – just let us know. We’ll work with you to find what works best for you. 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). Please Note: WorkCover does not accept unsolicited resumes from agencies and will not be liable for related fees. All recruitment is managed internally. Agencies must not represent or promote WorkCover roles without prior written authorisation. Be careful – Don’t provide your bank or credit card details when applying for jobs. Don’t transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr