Head of Case Management Team (Brisbane)

Are you an experienced team leader with a background in case management ready to take the next step in your career? Do you want to lead a dynamic team whilst making a meaningful impact on member services across Australia? If so, we want you to lead our Case Management team at Red Union Support Hub (RUSH)!

We're seeking a Case Management Team Leader for a full-time role at our Brisbane office to guide and develop our growing team of case managers and client advocates.

Why Join Us?

Leadership Opportunity: Lead and mentor a passionate team of case managers handling real member disputes and service requests across various areas including workplace matters, professional issues, and member advocacy.

Strategic Impact: Shape service delivery and training programmes whilst directly influencing outcomes for thousands of members across Australia.

Career Advancement: Join our senior leadership team with opportunities to work closely with our in-house specialists and executive management.

Professional Development: Lead by example in a learning environment where you'll continue developing expertise in case resolution and member advocacy.

Dynamic & Supportive Environment: Lead a young, high-energy team passionate about member service in a collaborative, innovative workplace.

Meaningful Work: Oversee cases that help thousands of members across Australia navigate complex situations and achieve positive outcomes.

What You'll Do

Team Leadership: Manage, coach, and develop a team of Case Managers, ensuring high performance and professional growth

Quality Assurance: Oversee case management processes and ensure excellent service delivery to our 21,000+ members across 13 professional associations

Training & Development: Design and deliver comprehensive training programmes for new and existing team members

Strategic Planning: Collaborate with senior management to develop service strategies and improve operational efficiency

Performance Management: Monitor team performance, conduct reviews, and implement improvement initiatives

Stakeholder Liaison: Work closely with our in-house specialists and senior leadership team on strategic matters

Case Management: Learn industrial relations processes with full training provided, helping members resolve issues like unfair dismissal, pay disputes, and workplace bullying.

What We're Looking For

Essential: Relevant tertiary qualification with significant case management experience in professional services, insurance, claims management, legal services, or similar client-focused environment

Leadership Experience: Proven track record of successfully managing and developing teams in case management, claims, professional services, or similar environment

Case Management Expertise: Strong knowledge of case resolution processes, client advocacy, and service delivery in a regulated or professional environment

Communication Excellence: Outstanding written and verbal communication skills with ability to explain complex matters clearly to diverse stakeholders

Strategic Thinking: Ability to balance operational management with strategic planning and service improvement

Mentoring Skills: Passion for developing others and building high-performing teams

Results-Driven: Track record of achieving targets, managing KPIs, and driving performance improvements

Values Alignment: Commitment to excellent member service and passion for helping people achieve positive outcomes

Your Future at Red Union

This role offers genuine career progression opportunities within our expanding organisation. As Team Leader, you'll be positioned for advancement to senior management roles and have direct collaboration opportunities with our specialist teams and leadership.

About Red Union Support Hub (RUSH)

Red Union Support Hub (RUSH) is a leading service organisation that services a network of professional associations. We're committed to supporting and advancing the careers of professionals across various fields. Our organisation includes over 24,000 dedicated members across 13 associations, including nurses, teachers, doctors, and police officers. These professionals have chosen to join a community of organisations focused on excellence and their advancement in the workplace.

Please read our Vision here.