Customer Service Officer

• Compensation: AUD 60,000 - AUD 70,000 - yearly

Company Description

mlcoa is a leading international provider of independent medical opinions and specialist services to insurers, employers, self-insured organisations, and the legal sector.

At mlcoa, our people are at the heart of what we do. We are seeking a proactive Customer Service Officer (CSO) to join our collaborative team on a 12 month FTC. This role suits someone who thrives in a fast‑paced environment, builds strong relationships, and brings professionalism, empathy, and excellent organisational skills to every interaction.

Reporting to the General Manager South Australia and supported by the Team Leader, you will coordinate medico-legal assessments, manage enquiries, and deliver a seamless experience for customers and medical specialists.

Job Description

Responsibilities will include but are not limited to:

• Liaising with customers to correctly book the specialist for the case at hand
• Act as the primary point of contact for customers, managing phone and email enquiries professionally and efficiently
• Coordinate and schedule independent medical examinations (IMEs) with a panel of medical specialists
• Liaise with insurers, legal firms, employers, and medical practitioners to facilitate appointments and documentation
• Monitor bookings to ensure timely delivery of reports and smooth case progression
• Troubleshoot scheduling or administrative issues and provide proactive solutions
• Maintain accurate records in internal systems and ensure data integrity and confidentiality
• Deliver a high standard of service that reflects mlcoa’s reputation for quality and professionalism

Qualifications

To be considered for this role you will have:

• Demonstrated experience as a customer service officer in a similar role, or as a claims officer or case manager with an insurer, or rehabilitation provider or claims agent
• Demonstrated experience in the provision of excellent customer service with a 'can do' attitude
• Excellent verbal, written and interpersonal communication skills
• Demonstrated the ability to work independently and within a group environment
• A personal approach which is enthusiastic, friendly and helpful
• Strong prioritisation skills while maintaining a level of flexibility
• Attention to detail is a must
• Computer literacy, with proficiency in Microsoft Office (Word/Excel)

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.

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