Case Management Associate-1

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post -

OVERALL PURPOSE OF THE JOB

At Toll, we move the businesses that moves the world. Toll manages and delivers a range of services on behalf of the Australian Department of Home Affairs in order to support Refugee and Humanitarian Visa applicants with the medical assessment process and subsequent travel to Australia.

As a Case Management Associate in a Regional Service Centre, you will contribute to this by being a part of a dedicated case management team acting to support your case manager colleagues and their assigned customers ensuring that both colleagues and clients receive superior customer service and assistance with all parts of the Assisted Passage service and regional operations

You will ensure effective administrative support is provided to your colleagues including working directly with clients to support the management of services.

In all your interactions with our customers you will need to demonstrate awareness and consideration of the political, social, religious, and humanitarian considerations that impact them and their host locations.

This role is an entry level position into the Assisted Passage Portfolio and we strive to graduate Case Management Associates to Case Manager roles

PRIMARY RESPONSIBILITIES AND DECISIONS

The primary responsibilities and decisions reside in these areas:

Customers

• Support Case Managers with administrative tasks as part of end-to-end case management.
• Communicate with clients and their families or approved advocates to ensure the service delivery component is understood.
• Proactive competent administration of service appointments , subcontractor activations , GOC reporting requirements and MoveMaestro file administration , including accurate and timely data entry
• An awareness and consideration of the political, religious, ethnic, and social sensitivities and factors that apply to customers and their host countries.

Case Management Team Onshore

• Work in close collaboration with Case Managers at the GOC to ensure travel to Australia can be booked in line with policy and arrival window requirements.

Suppliers & Stakeholders

Support the activation and co-ordination of all application 3rd Party suppliers and vendors who provide Medical, Biometric, Accommodation and Transit Service to customers.

PRE-REQUISITES:

In order to succeed in this role, it is expected that the successful candidate will have:

Knowledge/Experience:

• Proven office administrative in case management or in a similar administrative role.
• Customer service experience in a large organisation, preferably in an administrative environment
• where service delivery and service recovery are central themes.
• Experience in medium to large sized organisations that deliver comparable services (e.g., Aid, Refugee Services.
• Ability to become accredited to Toll Transitions in-house case management training program.

Technical/Professional Skills required

• Successful completion of relevant in-house Competency Assessments.
• Microsoft suite of products including Outlook, Excel, and Word.
• The ability to become technically proficient in MoveMaestro.
• Fluency (oral & written) in English and in the appropriate language of your region (Arabic, Farsi, Pashto, Kiswahili, Thai, Turkish or a language from Myanmar ) is a prerequisite.

Qualifications

• Desirable - Tertiary qualification.

Eligibility

You must meet our employment suitability requirements.

ESSENTIAL PERSONAL ATTRIBUTES

Essential attributes for this position are:

• A desire to service the customer and to put their needs first.
• Excellent communicator who flourishes in a fast-paced environment.
• Be exceptionally well organised and methodical in approach to service delivery.

Ability to sustain high levels of customer service and productivity when under pressure from clients and customers.

KEY PERFORMANCE INDICATORS

Success in this role will be measured through a balance of quantitative and qualitative performance

measures/KPIs that are aligned to the job group Key Result Areas which will form part of your annual

objectives:

Putting the Customer First

Listen to customers and gain an understanding of their wider needs and their views on service quality. Consider

these in making decisions which impact the customer to ensure they not only meet the customer's direct needs,

but also enhance the total service experience.

Maximising Profitability and Return on Capital

Ensure achievement of results in own area, proactively managing process hand-offs between own activity and

other areas to contribute to maximum profitability and quality results for the business.

Operational Excellence

Carry out core operational work and exercise significant judgement in non-standard situations to ensure the

highest standards of safety and environmental sustainability, efficiency, and customer service.

Strategy & Capability

Plan and coordinate activities day-to-day/month-to-month to achieve results and standards expected. Ensure

available resources are used effectively across teams.

Growth & Innovation

Identify and recommend innovations to improve work practices, equipment, or systems which would

enhance service offerings to customers resulting in growth.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don't meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you're interested in this role but your past experience doesn't align perfectly then please talk to us - you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.


To find out more about us visit

You must be entitled to work in Jordan and be prepared to undertake pre-employment checks including a criminal history check and medical.