Safety Team Lead

1 month ago

Melbourne, Victoria, Australia Neuron Mobility Full time

The Role

This role reports into the Head of Customer Service (CS). The CS Team Lead, Safety will manage a team of Specialists and all safety matters under the CS Team's Safety arm. He/she will be heavily involved in interfacing with other departments in order to drive the tasks required of this role.

Key Responsibilities:

  • Manage, execute and enhance the incident management process that covers all ride incidents relating to Neuron's vehicles.
  • De-escalate situations skillfully and suppress any situations from media/council escalation.
  • Manage, execute and enhance the breach management system including building processes as well as product automations and optimisations.
  • Expertly manage safety user resolution and be able to guide the team members to understand concepts for application purposes.
  • Create and track overall safety metrics to identify gaps in safety processes and recommend improvements or drive process efficiencies to improve various workflows.
  • Be able to independently troubleshoot and liaise with other internal departments to fix issues and improve efficiency in relation to the safety sub-function.
  • Understand all work streams within the CS department.
  • Follow company communications guidelines and procedures under minimal supervision.
  • Build expert and dynamic knowledge of Neuron's service.
  • Troubleshoot issues, manage and re-prioritise resolutions in a systematic, data driven approach.
  • Manage customised data requests for safety data, governing its data quality and control from a business perspective.
  • Consistently work on process improvements and reporting updates to keep up with the company's fast paced growth.
  • Effectively link user complaints, our product and technology to troubleshoot and provide insights to the internal stakeholders from a user's perspective.

Requirements:

  • Expert negotiation skills.
  • Strong stakeholder management skills.
  • Strong communication skills, including active listening, understanding and clear articulation.
  • Ability to solve problems and alleviate conflicts or de-escalate situations tactfully.
  • Ability to multitask, manage time and competing priorities.
  • Able to work individually and as a team.
  • Background in Customer Service, Psychology or similar would be an advantage.
  • Curious, tenacious and proactive to be able to think on their feet.
  • Project and process management skills.
  • Proficient in Microsoft Excel with basic logic understanding.
  • Strong managerial skills in ensuring the team members are able to deliver quality work with scale.

Our Values:

Make It Happen

We strive to deliver results with the highest impact and are committed to following through. We continuously optimise through collaboration to achieve the best collective outcomes.

Be Proactive

We seize the initiative and are always looking for continual improvement, for ourselves, our team and the cities we serve. We relish the chance for action even if it leads us outside of our normal scope.

Trust Facts Over Opinion

Our decisions are evidence-based. We assess situations fairly, wherever possible using reason and logic rather than unverified opinions.

Stay Curious

We ask questions, challenge assumptions, learn from mistakes and are ready to leave behind what we thought we knew.

Do More With Less

We understand that both time and resources are finite. We balance our priorities and think strategically about how we can maximise our impact and the return on investment.

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