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Incidents and Complaints Specialist

3 months ago

Sydney, Australia Mable Full time

**_Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. _**:

- People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply. Our interview processes are inclusive and will accommodate additional needs when required.

**A little about us...**

Founded in 2014, Mable has become one of Australia's largest and fastest growing healthtech marketplaces. Our platform is an online community of independent support workers who offer their services directly to people who are seeking aged care or disability support.

We’re thrilled to have been recognised within AFR’s Fast 100 list in 2021, Deloitte’s Tech Fast 50 2021 Awards and we won the Australian Growth & Australian Technology Growth Company of the Year Award 2020 This is an awesome opportunity to join a thriving scale up whose profit for purpose mission is transforming the aged care and disability support sectors.

**Mission**: We’re redefining support for disability and aged care in Australia by helping people who are aging or living with disability to connect with independent support people in their community.

**Watch this -**
**What we do**

This role sits within our Trust & Safety team, who help to ensure that all customers on the Mable platform are appropriately safeguarded and supported. We work directly with customers to understand their issues and achieve resolutions that keep our community safe and supported, and partner with other parts of the business to share our insights and continuously evolve the customer experience.

Reporting directly to the Head of Trust & Safety, you will blend excellent customer service, a passion for problem solving, and love for process improvement to support our customers to achieve equitable outcomes.

You will be responsible for receiving, handling and resolving Incidents and Complaints, and supporting efforts to identify and implement preventative measures that will help to avoid issues from arising in the first instance.

This role can be based out of our Head Office in Sydney with a hybrid working arrangement or supported remotely.

**Key Accountabilities and Main Responsibilities**:

- Provide excellent customer service in managing and resolving incidents and complaints
- Provide high quality responses to all incidents and complaints in both written and verbal formats
- Assess, investigate and compile relevant information to support all incidents and complaints from initial receipt to resolution
- Record and document all incidents and complaints actions and resolutions to a consistently high quality
- Manage the incidents and complaints process in accordance with legal, risk and compliance requirements
- Assess, resolve and escalate potential issues flagged by our internal algorithms
- Communicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes
- Participate in regular weekly and monthly reporting on incidents and complaints
- Identify and escalate high risk issues as appropriate
- Build and maintain good working relationships with colleagues and external parties to achieve desirable outcomes
- Support initiatives to continually improve practices and procedures
- Promote a positive and professional culture within the team
- Undertake other duties and responsibilities as required

**Experience & Personal Attributes**:

- Minimum 12-months in a dispute resolution role
- Tertiary qualifications in business or a related discipline
- Exceptional written and verbal communication skills
- Strong analytical and problem solving abilities
- A customer focused lens
- High level of motivation and ability to handle a high volume environment
- Thorough knowledge of best practice administration processes and procedures
- Commercial, risk aware and outcomes focused
- Excellent attention to detail, time management and organisational skills
- Team player mentality and committed to a high performance culture

**Life at Mable**

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**Sydney CBD Office - **Two minutes walk from Town Hall Station, we’ve recently taken over an entire floor of the Hilton Hotel building with state-of-the-art facilities and tools you need to get the job done (hello, #scaleup life).

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**Hybrid working model -** We love to encourage a healthy balance between team collaboration and home/ family commitments.

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**WFH Set Up Allowance - **A generous $800 to help you kit out your home office.

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**Competitive Remuneration -** Everyone at Mable contributes to the bigger picture mission so we want you to feel financially rewarded.

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**Wellbeing & Mental health -** We offer floating public holidays and access to our Employee Assistance Program (App + counselling).

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**Time away from our desks to recharge - **Enjoy additional days off to celebrate your birth