As a Community Support Coordinator, you will be responsible for answering day-to-day requests and enquiries from our users (clients and support workers).
 

You will deliver exceptional customer service, answer the questions of our user base, effectively handle complaints, deal with incidents, solve their challenges and unlock opportunities within the Hireup community. Please note the Community Support team works across a rotating roster between 7.30am – 6pm Monday to Friday. 

You will:
 

• ● Providing outstanding service in a fast-paced, high volume environment to Hireup’s users 
  ● Manage proactive and reactive phone and email communication with our users 
  ● Manage complaints and/or incidents 
  ● Proactively communicating with users to ensure they’re making the most of the opportunities our community can provide 
  ● Provide fast responses and follow ups, and ensure alternative team members are available to progress if you are not 
  ● Working with our users to understand the issue at hand and working with them find a resolution 
  ● Collaborate with other Hireup teams to resolve problems and find resolutions for our users 
  ● Analysing and responding to information received from our community to ensure that every booking that occurs is safe, appropriate and individualised 
  ● Advocating internally to ensure that the community’s ideas and feedback are incorporated into our service and platform design 
  ● Work across Hireup systems and CRM’s to capture relevant and important information 
  ● Achieve individual daily targets of answering 20 calls and 25 emails and contributing to the team target of answering 70% of calls within 2 minutes. Your Background 
  ● Be available to work across a rotating roster between 7.30am – 6pm, Monday to Friday 
  ● Experience in the disability or health sector and want to support our users in a person centred disability support model 
  ● Experience in a customer service role and/or call centre or providing exceptional customer service over phone and email, including familiarity with Custom