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About the Role
This full-time role within Mable’s Trust & Safety team ensures customers on the Mable platform are safeguarded and supported. The role involves working directly with customers to understand issues, explain outcomes, and achieve resolutions that maintain community safety. It combines customer service, problem-solving, and process improvement to support equitable customer outcomes.
Responsibilities
- Serve as the escalation point for Moderation cases reviewed by the offshore Moderation team requiring investigation and/or intervention.
- Provide detailed written accounts of actions taken in response to moderation cases, capturing the end-to-end process, justification, and outcome.
- Assess, investigate, and compile relevant information to support decision-making, making judgement calls where necessary.
- Issue relevant interventions to platform users as documented in Mable processes and procedures.
- Escalate complex, high-risk cases where documented processes and personal judgement do not achieve a clear outcome.
- Receive and make phone calls to platform users querying interventions issued to their accounts.
- Manage the moderation case process in accordance with all Mable policies and processes.
- Assess, resolve, and escalate potential issues flagged by internal algorithms.
- Communicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes.
- Participate in regular weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies.
- Proactively identify opportunities to continually improve internal practices and procedures.
- Promote a positive and professional culture within the team.
- Undertake other duties and responsibilities as required.
Requirements
- Experience in a customer-facing role, preferably with an element of conflict resolution.
- High level of motivation and ability to handle a high-volume environment.
- Experience in handling challenging conversations.
- Calm, confident, and well-prepared.
- Ability to follow and implement written processes and procedures.
- Ability to clearly communicate actions taken and actions required by other Mable teams.
- Confidence using various software programs and systems (Salesforce experience advantageous).
- Developed record-keeping skills.
- A customer-focused lens.
- Knowledge of best practice administration processes and procedures.
- Excellent attention to detail, time management and organisational skills.
- Team player mentality and committed to a high-performance culture.
Skills
- Excellent written & verbal communication skills
Location
- Hybrid
Work Type
- Full-time
- Hybrid
Benefits
- Learn from industry experts, experienced leaders, and on-the-job opportunities.
- 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
- Work with flexibility.
- One extra paid leave day per quarter.
- A floating public holiday.
- Reward and Recognition program.
About the Company
- HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies.
- Mable is one of Australia's leading and fastest-growing healthtech platforms.
- Mable is a purpose-driven company where thousands of people with disability and older Australians have connected with independent support workers.
- More than 25 million hours of support facilitated since 2014.
- Recognised on the AFR's Top 100, Deloitte Tech Fast 50, and previously awarded Australian Growth & Technology Growth Company of the Year.
- We exist to create lasting, positive change across the entire care and support sector.
- We believe in technology as an enabler.
- We’re driven by helping customers attain better outcomes.
- We’re Switched On: We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
- We’re Bold: We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
- We’re One: We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
- We’re Impactful: We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
- Values: Break New Ground, Make It Matter, Own The Outcome.
Equal Opportunity
- As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity.
- Aboriginal and Torres Strait Islander people are encouraged to apply.
- If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!