Case Manager Associate

At Toll, we move the businesses that move the world. Toll will manage and deliver 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

About the Role

Toll Group is seeking a detail-oriented and empathetic Case Management Associate (CMA) to join our Ankara Regional Service Centre as part of the Australian Government's Assisted Passage Program.

In this important role, you'll provide administrative and coordination support to the Case Management team, helping ensure our clients — refugees and humanitarian entrants — receive safe, efficient, and compassionate assistance on their journey to Australia.

You'll work closely with Case Managers, clients, and service providers to deliver superior customer service and operational support across all stages of the resettlement process.

The Opportunity

• Provide high-quality administrative and coordination support to Case Managers handling end-to-end client cases.
• Communicate professionally with clients, families, and advocates to ensure clear understanding of services and timelines.
• Manage service appointments, subcontractor activations, and accurate data entry.
• Support timely completion of reporting requirements.
• Collaborate with Case Managers to ensure travel to Australia is arranged in line with policy and arrival windows.
• Assist with activation and coordination of third-party service providers including medical, biometric, accommodation, and transit vendors.
• Demonstrate cultural sensitivity and awareness of the political, religious, social, and humanitarian factors that affect clients and host communities.

What You'll Need to Succeed

• Proven experience in office administration, ideally within a case management or similar coordination environment.
• Strong customer service background in a large or complex organisation.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Ability to learn quickly and become technically proficient with in-house software (training provided).
• Fluency in Turkish, English, and Arabic is required.
• Strong attention to detail and ability to maintain accuracy under pressure.
• Commitment to delivering exceptional service in fast-paced, multicultural settings.

Why Join Toll

• Contribute to a meaningful humanitarian mission that changes lives.
• Be part of a supportive, global organisation with a strong commitment to integrity and care.
• Access professional development through Toll's accredited in-house training programs.
• Work within a diverse, collaborative, and purpose-driven team.

If you're passionate about helping others, thrive in a dynamic environment, and have strong administrative and communication skills, we'd love to hear from you.

Job Type: Full-time

Language:

• Arabic (Required)