Case Management Associate - Thailand

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 — www.tollgroup.com

As a Case Management Associate with our Asia Regional Service Centre (RSC), you will join our case management team to support refugee and humanitarian visa applicants with their medical assessment process and subsequent travel to Australia. You will join a dedicated case management team who are part of a global response to refugee resettlement to Australia. The purpose of the case management team is to act as the central point of contact and co-ordination for refugee and humanitarian clients, ensuring that they receive superior client service and assistance with all aspects of delivery of the Assisted Passage service. You will contribute to this by providing support to your case manager colleagues and their assigned clients.

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

In all your interactions with our clients you will demonstrate awareness and consideration of the social, cultural, political, faith-based, and humanitarian considerations that impact them and their host locations.

These roles are entry level positions into the Assisted Passage Portfolio, and we strive to graduate Case Management Associates to Case Manager roles. Case Management Associate roles in the Asia region are located in both Bangkok and Mae Sot and we are looking for candidates in both locations.

What you’ll be doing:

• Build strong client relationships, provide quality service delivery and client-centric solutions, supporting RSC case managers with administrative tasks, to manage service appointments and subcontractor activations, and maintain timely, accurate communication with all clients while being mindful of cultural and social sensitivities.

• Work in close collaboration with the case managers in our Global Operations Centre (GOC) to ensure travel to Australia is booked as per policy and arrival window requirements.

• Support the timely activation and co-ordination of all suppliers and vendors who provide Medical, Biometric, Accommodation and Transit Services to clients.

• Deliver clear, concise, and targeted verbal and written messaging to all stakeholders, that lead to positive client outcomes.

• Join a high performing team where you’ll have the opportunity to contribute to regional and team priorities contributing to team and individual responsibilities, and commitments, while strictly adhering to policies and procedures.

What you’ll need to succeed:

• A can-do attitude and a strong commitment to collaboration and clear, timely communication with members of your team.

• Extensive experience in office administration and case management.

• Strong client-focused service orientation, exceptional communication skills, organizational precision, attention to detail, and the ability to maintain high service levels under pressure.

• Fluency in English and relevant regional languages (this includes the languages of the refugee populations we work with, such as Myanmar languages, Dari, Hazaragi and Pashto). If you are applying for a Mae Sot role you will be fluent in Sgaw Karen and Burmese.

• High proficiency in the Microsoft Office Suite and an ability and willingness to quickly learn new technologies and IT platforms.

• A commitment to provide a quality, responsive, humanitarian response to our clients.

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 www.careers.tollgroup.com

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