Trust & Quality Specialist

5 days ago

Sydney, New South Wales, Australia hipages Group Full time

This is a Trust & Quality Specialist role with one of the leading companies in AU right now -- hipages Group -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off.

More About the Role at hipages Group

**About the role:** This role will develop, maintain, and strengthen relationships with others inside and outside the company and provide timely, accurate, relevant information, assistance, and support. The Trust and Quality team educates both sides of the marketplace on best practices and service level expectations, preventing the common causes of complaints. Consumers can also seek guidance from us quickly if they have any questions around their project and we successfully manage their expectations and provide them support.   **Benefits:** - Salary of $80-85K + super, benefits and perks, plus equity via our Employee Share Program - Work from home with a 50/50 hybrid working model - Inhouse Talent Development team to support your personal and career growth - Achieve results in an agile team with limited bureaucracy and flat organisational structure - Collaborate team with genuine support between Australia and Manila offices   **How you will add value:** - Perform direct customer contact to ensure effective and timely complaint mediation - Manage a caseload of complaints including engaging with Customers, Tradies, Partners and Government Authorities  - Monitor incoming complaints and status to ensure high-risk complaints are dealt with quickly - Effectively listen to customers' needs taking a tailored approach to dealing with each request - Develop productive working relationships with a range of stakeholders internally and externally - Accurately input case information into the Complaint Handling System and take appropriate action per operations policies and follow through clearly and consistently on all notes - Liaise with the relevant licensing bodies and take appropriate action for any clients that do not comply with hipages standards - Ensure that all clients have appropriate licensing and registration - Research, analyse and investigate issues and provide concise, professional reports and correspondence (internal and external as appropriate) on these matters. - Reliability, consistency and punctuality is key as you will be working within a small, hardworking team   **About you:** - **Must have at least 2 years experience in a similar disputes and resolution role.** - Reliability and punctuality is key as you will be working within a small, hardworking team - Independent and able to work with minimal supervision - Superior customer service and dispute resolutions skills with both internal and external stakeholders

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