Description:
About hipages:
We are a proudly Australian ASX-listed tech company and our platform is the number one way for homeowners and tradies to connect for all things home improvement. Inspired and driven by our purpose of transforming the trade industry, building better lives for everyone, we are powered by a 350-strong team across Australia, New Zealand, Philippines and Vietnam.
We have created one of the best places to work in technology in Australia, certified as a Great Place to Work and winning multitudes of awards for our innovative approaches to team engagement and wellbeing. A leader in Diversity, Equality and Belonging we have been endorsed by Work180 for our commitment to advancing women’s careers and are proud of our diversity of cultures, age span and sexual orientation/identification. We offer meaningful, impactful work collaborating and innovating with the best and brightest in a transparent, supportive and fast-paced work environment.
About the role:
This role will develop, maintain, and strengthen relationships with others inside and outside the company and provide timely, accurate, relevant information, assistance, and support. The Trust and Quality team educates both sides of the marketplace on best practices and service level expectations, preventing the common causes of complaints. Consumers can also seek guidance from us quickly if they have any questions around their project and we successfully manage their expectations and provide them support.
Benefits:
- Competitive salary, benefits and perks, plus equity via our Employee Share Program
- Work from home with a 50/50 hybrid working model
- Inhouse Talent Development team to support your personal career growth and plan for your promotion!
- Achieve results in an agile team with limited bureaucracy and flat organisational structure
- Collaborate team with genuine support between Australia and Manila offices
How you will add value:
- Perform direct customer contact to ensure effective and timely complaint mediation
- Manage a caseload of complaints including engaging with Customers, Tradies, Partners and Government Authorities
- Monitor incoming complaints and status to ensure high-risk complaints are dealt with quickly
- Effectively listen to customers’ needs taking a tailored approach to dealing with each request
- Develop productive working relationships with a range of stakeholders internally and externally
- Accurately input case information into the Complaint Handling System and take appropriate action per operations policies and follow through clearly and consistently on all notes
- Liaise with the relevant licensing bodies and take appropriate action for any clients that do not comply with hipages standards
- Ensure that all clients have appropriate licensing and registration
- Research, analyse and investigate issues and provide concise, professional reports and correspondence (internal and external as appropriate) on these matters.
- Reliability, consistency and punctuality is key as you will be working within a small, hardworking team
About you:
- Must have at least 2 years experience in a similar disputes and resolution role.
- Reliability and punctuality is key as you will be working within a small, hardworking team
- Independent and able to work with minimal supervision
- Superior customer service and dispute resolutions skills with both internal and external stakeholders
Take a look inside our home:
Offering an inspirational ‘home away from home’ and hybrid (50/50) work environment, our commitment to being a Great Place to Work means you will feel comfortable being your authentic self and get to do your best work everyday. Our medium company size means you get the best technology and tools to work with AND get to directly contribute to our product, service and/or customers. Our investment into continuous career development for everyone and a coach-style of leadership means a huge 85% of our team report they consider their direct leader ‘a great leader’ with 86% of the team saying hipages is a Great Place to Work!
Sounds good? Wait, there’s more! We also provide:
- A close-knit diverse family of bright, respectful, collaborative team members who love to solve problems and jump on new opportunities;
- Agile, cross-functional teams who value teamwork - from Hackathon to team off-sites, to product roadshows, you get to experience it all;
- Competitive salary and benefits (including additional paid leave for birthdays, volunteering, service anniversaries and parental leave), plus our Employee Share Ownership Program means we’re all owners of hipages;
- Daily continental breakfast, fresh fruit and snacks;
- Inspiring home-away-from-home office and location - based in the heart of Sydney CBD, only a few steps from Town Hall Station, with multiple indoor and outdoor collaboration and social areas;
- Flexible work (50/50) hybrid model - the best of both worlds!;
- High-touch personalised investment in your continuous career development;
- Social connection focus: Friday socials, 2x big company parties per year and regular and fun teaming activities -we work hard but play hard too!
Sounds like home? Don’t miss out, Apply Now!
We prioritise Diversity:
Innovation & Collaboration are two important core values at hipages which both cannot be achieved successfully without a diverse and inclusive team. We don't expect you to be an expert in all areas and we are more interested in learning about you as a person, a team member and a leader.
Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and
other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role and the hipages team, we encourage you to apply, we would LOVE to hear from you!
We are a Circle Back Initiative Employer – we commit to respond to every applicant.
#LI-JL1 #LI-Hybrid