Incidents and Complaints Specialist

2 months ago

Sydney, Australia Hatch Full time

** This role is at Mable (not for Hatch)**

Hatch is supporting Mable to find a great Incidents and Complaints Specialist to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Mable.

**About the role at Mable**

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.

**Seniority**

**Junior** - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

**Responsibilities**
- Relationship Building and Management - Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals
- Account Retention and Expansion - Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

**Strengths**
- Service orientation - Actively seeks and develops strategies to help key stakeholders
- Collaboration - Works with others by being open, clear in communication and listening to achieve goals
- Prioritization - Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Mable.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $80,000.00 - $120,000.00 per year

Schedule:

- 8 hour shift

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