Safety and Incident Response Specialist

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