Safety and Incident Response Specialist

**Safety and Incident Response Specialist**

With one shared mission of opening the world through education, EF is a multicultural and multilingual community of team members working across 55 countries all around the world. Bring your talents, your perspective, and your ambition. In return, we offer a vibrant, dynamic working environment, and a fulfilling international career.

**EF Educational Tours** makes it possible for thousands of North American students every year to see the world and discover new cultures through our professionally guided tours.

We are now looking for a flexible and driven individual with a nothing is impossible mindset to join our Operations team in our dynamic and multi-cultural Sydney office. You will be part of a global team working for all EF Tours Products. The team sits in the Operational Hubs of Zurich, Tokyo, Sydney, Panama, and Boston. You will be part of the Tours Safety and Incident Response Team and will report to the Director of Safety and Incident Response, based in Sydney.

As a **Safety and Incident Response Specialist,** you will be responsible for our customer risk and safety management by focusing on proactive operational safety measures and the planning and execution of crisis management.

**WHAT YOU WILL DO**

You and your team will contribute through:

- **_ Manage the communications_**_ _-_ systems and processes related to our 24/7 incident response setup
- **_ Manage on-tour incidents_**_ _-_ ranging from operational issues (e.g., hotel or bus issues) to medical incidents to acts of terror
- **_ Have overall responsibility_**_ _-_ for Global Incident Response for incidents occurring during your local business hours
- **_ Develop and execute training_**_ _-_ for relevant parties about their respective safety and emergency response responsibilities
- **_ Collaborate with regional operations teams_**_ _-_ to implement controls which mitigate risk to operational components (e.g., hotels, activities, Tour Directors, etc.)
- **_ Oversee the execution of controls_**_ _-_ in order to ensure compliance
- **_ Perpetuate a culture_**_ _-_ of safety throughout the organization
- **_ Promote risk management standards_****:

- as aligned with the ISO 31000: 2018 Risk Management - Principles and Guidelines and ISO 31030: 2021 Travel Risk Management - Guidance for organizations
- **_ Innovate in partnership_**_ _-_ with the other operations teams, sales and regional offices to drive process and procedural efficiencies
- **_ Accountability and team commitment_**_ _-_** **As the Safety and Incident Response team we know our travelers on the road might face unexpected disruptions and emergencies. We are as committed to supporting our customers with top crisis response management 24/7, and we know we are the experts for that. Considering this we expect all team members to join at least four weekend shifts per year to support the emergency team with communication and problem solving

**OBJECTIVES FOR THIS ROLE**
- Contribute to a culture of proactive risk management with an ongoing desire to continue to improve and train on EF’s Safety-First program within their team and across departments
- Increase NPS score for tours with incidents through effective communication, support, and training of Tour directors
- Innovate in partnership with other operations teams, sales and regional offices to drive process and procedural efficiencies and improvements

**YOU SHOULD POSSESS THE FOLLOWING QUALIFICATIONS AND SKILLS**
- Complete fluency in English and preferably Japanese or a European-based language
- Engaging trainer and excellent communicator
- Creative problem solver - ability to look beyond standard resolutions and create creative solutions to challenging and dynamic challenges
- Acute attention to detail
- Process-driven and enjoys creating structure
- Enjoy working independently as well as part of team
- Can influence others positively and get buy in
- Accountable and takes ownership
- Use of good judgement and ability to make quick decisions with small or big scenarios
- Ability to weigh different options and think several steps ahead
- Have a positive mindset with a can-do attitude
- Resilient and doesn’t bend under pressure
- Thrive on the unknown and enjoy working on emergency situations
- Have one to three years of experience in customer service/sales/operations experience
- Regional knowledge and EF Tours experience is a bonus
- ** To be considered for this role, applicants must have the legal right to live and work in Australia**:

- ** This position is not eligible for visa sponsorship**

**WHY YOU WILL LOVE WORKING WITH US**

People at EF make things happen. We encourage you to take full ownership of your work, regardless of your level or experience. EF team members often say we operate like the world’s largest startup because this boundless entrepreneurial spirit is built into our organization’s DNA.

EF offers a **wide range of benefits** ready for our team mem