Case Manager Field Operations

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 —

As a Case Manager Field Operations with our Asia Regional Service Centre, located in Bangkok, 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 be a member of a dedicated case management team acting 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 the delivery of the Assisted Passage service. You will work in frequent field operations that support clients when they need to engage with Royal Thai Government agencies as part of refugee processing requirements.

You will ensure effective support, advice and information that is tailored to each client’s specific needs and delivered from the point of case activation until arrival in Australia. In all your interactions with our clients you will need to demonstrate awareness and consideration of the political, social, religious, and humanitarian considerations that impact them and their host locations.

The Opportunity:
- Client-Centric Approach: Foster strong relationships by delivering tailored solutions, ensuring effective client management and expectation setting throughout the case lifecycle, including critical milestones.-
- Effective Communication & Decision-Making: Maintain clear, concise verbal and written communication tailored to target audiences, facilitating informed, timely decisions that consider relevant risks and constraints.Compliance & Accountability: Ensure adherence to all relevant policies and procedures, holding yourself and others accountable for meeting commitments and maintaining compliance standards.-
- Stakeholder & Supplier Collaboration: Coordinate with international organizations, government agencies, and third-party suppliers to provide tailored services, address service blockages, and manage regulatory requirements for clients.-
- Proactive Support: Provide dedicated, in-person assistance to refugee clients, managing all aspects of their interaction with local authorities, from immigration procedures to departure logistics, while considering political, social, and cultural sensitivities.What you’ll need to succeed:
- Extensive experience in case management, customer service, and service recovery in large organizations, particularly in administrative environments.-
- Proven background working with medium to large NGOs in sectors such as International Development, Humanitarian Services, Refugee Resettlement, and Support Services.-
- Familiarity with government protocols, including Royal Thai Government processes, and experience collaborating with agencies such as the Australian Government Department of Home Affairs, humanitarian service providers, and international organizations such as UNHCR and IOM.Proficiency in English and Thai, with additional language skills (Chin, Karen, Rohingya, Burmese, Dari, Hazaragi) being advantageous for working with diverse refugee populations.-
- International work experience, cultural competence, and completion of relevant in-house training and competency assessments for managing global programs efficiently. 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.

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

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