The Opportunity
The Service and Performance Advisor is part of a team who are responsible for creating and shaping the service and operational systems that enable the Claims Agents to deliver quality and timely services to injured workers. This role presents an exciting opportunity where you can directly influence the efficiency and success of the Scheme by designing, monitoring and continuously improving systems of work and enabling the delivery of ReturnToWorkSA strategic objectives.

In this role you will collaborate closely with Claims Agents, service providers and key areas within the business, identifying and implementing strategies to enhance performance across vital service areas with a particular focus on Eligibility. You will also play a lead role in quality audit activity including engaging with internal and external leadership. Your advanced understanding of Eligibility legislation, processes and associated risks will be vital in this role.

This role provides an excellent opportunity for you to contribute to our Schemes success through your knowledge and experience in understanding of performance reporting, business processes and claims systems.

The position
Reporting to the Team Leader, Claims, this role ensures effective risk management, quality assurance, and policy development with a focus on eligibility, but may also extend into additional service areas such as ‘return to work’, ‘Serious Injury’ or ‘Scheme payments’.

This role is offered on a full-time fixed term contract for 18 months.

Key responsibilities

• Developing and maintaining clear and concise claims management policies, in line with the Return to Work Act 2014, and ReturnToWorkSA’s objectives;
• Monitoring and reporting on performance and critical Scheme measures;
• Designing, developing, leading, and implementing systems of work to deliver fair, effective, and efficient outcomes;
• Applying the Act requirements to policy to manage operational risks;
• Leading systemic risk monitoring and taking appropriate action to address risks;
• Analysing data, identifying trends and predicting future performance.

Position description
Service and Performance Advisor - SDO - Insurance - Position Description

Remuneration
The base salary range for this position starts from $120,690.00 per annum (exclusive of superannuation). The final offer will be commensurate with the successful candidate’s qualifications, skills and experience.

Why join us? 
Experience a workplace culture that rewards your contribution and provides the development and support to help you reach your potential. At ReturnToWorkSA, you can expect a range of benefits including:

• strong wellbeing program including gym access, health initiatives and EAP
• flexible working arrangements including work from home, compressed working hours, purchased leave and many other options
• ongoing learning and development opportunities to support your growth
• modern Adelaide CBD offices with great views and excellent facilities

About you
You bring strong teamwork, collaboration, and a customer-focused approach, along with excellent people skills. You excel in building relationships and have a natural talent for negotiation and influencing. Your ability to engage in meaningful conversations with our Claims Agents and other stakeholders will be key to your success. Additionally, you have solid experience in, and advanced practical understanding of return to work performance or eligibility. Your strong analytical and problem-solving skills will ensure your success in this role. A solid understanding of the Return to Work scheme, relevant legislation, and the pathways and barriers to recovery and return to work in a personal injury context is essential.

Special requirements / conditions

• Relevant tertiary qualifications, particularly in a personal injury related discipline, are advantageous but not essential.

How to apply
Submit your resume and a brief cover letter outlining your experience and interest in the role addressed to Ryan Mills, Team Leader, Claims, by 5pm 21 September 2026. If you would like to discuss the position further, Tina Edalat can be contacted on 08 8233 2246.

Applications will be reviewed as they are received and we encourage early submission.

Further information
We are looking for people who align with our values: We care about people and sustainability; We are inclusive and innovative; We listen to understand; and We own our actions.

Inclusion and acceptance
ReturnToWorkSA is an equal opportunity employer. We are committed to fostering an inclusive workplace and encourage applications from people of all backgrounds. Even if you don’t meet every requirement and check every box, we welcome your application.

About ReturnToWorkSA
At ReturnToWorkSA, our purpose is to empower and support South Australians impacted by work injury.

Our services and those delivered by our claims agents are designed to provide early intervention support to workers and employers following a work injury to ensure the worker can recover and return to work as quickly as possible.

We manage premiums and investments while regulating the Return to Work scheme, ensuring fairness, compliance and promoting the health benefits of work.