
Safety and Incident Response Specialist
6 days ago
EF International Language Schools Pty Ltd makes it possible for thousands of North Americanstudents every year to see the world and discover new cultures through our professionallyguided tours.
We are now looking for a flexible and driven individual with a nothing is impossible mindset tojoin our Operations team in our dynamic and multi-cultural Sydney office. You will be part of theTours Safety and Incident Response Team and will report to the Director of Safety and IncidentResponse, based in Sydney.
As a Safety and Incident Response Specialist, you will be responsible for our customer risk andsafety management by focusing on proactive operational safety measures and the planning andexecution 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 responsesetup
Manage on-tour incidents - ranging from operational issues (e.g., hotel or bus issues) tomedical incidents to acts of terror
Have overall responsibility - for Global Incident Response for incidents occurring during yourlocal business hours
Develop and execute training - for relevant parties about their respective safety andemergency response responsibilities
Collaborate with regional operations teams - to implement controls which mitigate risk tooperational 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 fororganizations
Innovate in partnership - with the other operations teams, sales and regional offices to driveprocess and procedural efficiencies
Accountability and team commitment - As the Safety and Incident Response team we knowour travelers on the road might face unexpected disruptions and emergencies. We are ascommitted to supporting our customers with top crisis response management 24/7, and weknow we are the experts for that. Considering this we expect all team members to join at leastfour weekend shifts per year to support the emergency team with communication andproblem solving
OBJECTIVES FOR THIS ROLE
Contribute to a culture of proactive risk management with an ongoing desire to continue toimprove 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, andtraining of Tour directors
Innovate in partnership with other operations teams, sales and regional offices to driveprocess and procedural efficiencies and improvements
YOU SHOULD POSSESS THE FOLLOWING QUALIFICATIONS AND SKILLS
Complete fluency in English and preferably one additional European-based language
Engaging trainer and excellent communicator
Creative problem solver - ability to look beyond standard resolutions and create creativesolutions 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
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 of APAC region and EF Tours experience is a bonus
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’slargest startup because this boundless entrepreneurial spirit is built into our organization’s DNA.
EF offers a wide range of benefits ready for our team members to enjoy during weekends, afterwork and with friends & family, including:
The opportunity in developing your international career and network within EF
Yearly tuition reimbursement allowance towards your professional development
Travel opportunities related to your role and industry conferences
Global meetings and trainings
Participate in our Staff Travel Experience Program once per year and travel on one of ourglobal tours Seasonal office events and parties
Seasonal office events and parties
Discounts of EF Programs
Summary of role requirements:
Flexible hours available
2-3 years of relevant work experience required for this role
Working rights required for this role
Expected start date for role: 01 December 2024
Expected salary: $75,000 - $80,000 per year
Pay: $75,000.00 - $90,000.00 per year
Work Authorisation:
- Australia (preferred)
Work Location: In person
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