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We’re Hireup, delivering disability support as it should be.
Our story. It started with a family and their challenge to find disability support that worked for them. They needed more, and knew that people with disability could have more independence, choice and control in their lives. The Hireup purpose was born, and now we strive to enable the pursuit of a good life for everyone.
Support as it should be. We’re Hireup and we’ve supported thousands of clients and support workers across Australia. Now, we’re on a mission to ensure that people living with disability can access the right support for the moments that matter for them. We do this through combining digital tools with the reliability of someone to help when it matters most.
The ask? Our mission sets a new standard for disability support, working in a world of transformation whilst delivering reliable services every day. Authenticity, curiosity and tenacity is a must. Resilience will be key. We will live the ‘power of yes’ and push for the best (we might not always get it right!) but we’ll work together to tackle opportunities, hold each other up and be there in the moments that matter to you and our community.
What you'll do - Community Support Coordinator
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.
- Provide 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 communicate 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
- Work 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
- Analyse and responding to information received from our community to ensure that every booking that occurs is safe, appropriate and individualised
- Advocate 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 Customer Relationship Management (Zendesk) and phone systems
- Experience handling a high volume of inbound and outbound phone calls
- Builds rapport and relationships through empathy, transparency and warmth
- Strong verbal and written communication skills
- Be self-motivated, results driven, collaborative & team player with the ability to work autonomously
- Uses problem solving, creativity, resilience and initiative to find the right solution for each individual
- Be eager to work in a fast paced and structured environment
- Be motivated and inspired to learn and develop new skills
- Want to work in a role that provides you with the opportunity to connect with our users and make an impact.
Why should you join?
You’ll have the opportunity to join our story and develop the next chapter of your own. You’ll become a critical part of a purpose-driven team, delivering our mission for people with a disability. Wherever you fit best within our organisation, our mission will ignite you, and our authentic, united and diverse workplace will help you flourish.
You will get:
- Opportunities to develop - we are always learning!
- We’re a hybrid organisation, offering flexibility in how and where you do your best work.
- Generous leave options including 12 weeks paid parental leave and 7 additional days to help you pursue your ‘good life’ and learning goals
- Allowances to support you in your work set up and professional development
- Wellbeing programs, health and fitness discounts to help you stay happy and healthy at work
Join us in delivering disability support as it should be.
Apply now through the button below or please contact Amy on **********@hireup.com.au
People with lived experience of disability are strongly encouraged to apply.
If there are reasonable adjustments we can make to a recruitment process, role or your work environment to help you shine or you have a preferred method of contact, just let us know via the contact above.
