Case Management Officer at Hipages

Service, Sydney sydney
Posted a month ago

Our Story:

hi. We’re hipages, Australia's largest online tradie marketplace.

hipages provides a better, smarter way to connect tradies and consumers and get the job done well.

Our purpose is to make home improvement effortlessly efficient, creating happier homes. We build technology that solves the frictions of an industry ready for optimisation and are on a mission to bring simplicity, trust and create a seamless experience for our tradies and homeowners.

To date, over three million Australians have changed the way they find, hire and manage trusted tradies to get a job done around their home by using hipages. Our team thrives on bringing simplicity and trust to the tradie/consumer experience.

hipages. Change the way you tradie!

Your Opportunity:

hipages has a clear goal to continue to provide a robust marketplace of local, trusted trades and home services businesses that are easily accessible to everyone. In the Trust and Quality team, we educate 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.

As the Case Management Officer for hipages, your role will be to develop, maintain, and strengthen relationships with others inside and outside the company and provide timely, accurate and relevant information, assistance, and support.

Key Responsibilities:

  • Manage a caseload of complaints including engaging with Consumers, Tradies, Partners and Government Authorities and perform direct customer contact to ensure effective and timely complaint mediation
  • Monitor incoming complaints and status to ensure high-risk complaints are dealt with quickly
  • Accurately input case information into the Complaint Handling System
  • Liaise with the relevant licensing bodies and take appropriate action for any clients that do not comply with hipages standards
  • Research, analyse and investigate issues and provide concise, professional reports and correspondence (internal and external as appropriate) on these matters.

You bring:

We are looking for applicants that can provide an exceptional service experience and can demonstrate flexibility and adaptability in their service approach, based on the customer’s needs. You should be able to demonstrate experience with negotiation and complainant resolution, in a process driven environment. Successful applicants will also have  strong service resilience, including the ability to remain calm, objective and focused on work even when under considerable pressure and the ability to effectively control their own feelings and emotions. 

You can communicate effectively and confidently in both  verbal and written forms, to a number of different stakeholders. You can work under pressure and prioritise your work to meet deadlines without sacrificing top quality customer service. You have the ability to build relationships with both colleagues and customers and can work effectively to achieve goals and objectives. 

Your CV:

  • 2-5 years experience in a similar complaints and resolution role
  • Proven experience providing superior customer service and dispute resolutions skills with both internal and external stakeholders
  • Experience working independently and with minimal supervision

Why join the hipages family?

Our team members really are at the forefront of our business and we empower our team to have a voice, make a difference, help lead the business forward and keep hipages one of the best places to work in Australia. A dedicated high performance team, huge investment in your career development, superior employee benefits and participation within our Employee Share Program are just some of the many reasons to join us, not to mention the free brekkie and the most amazing office in Australia, located in the heart of Sydney CBD!

What you can expect:

At hipages, no two days are the same and our pace is fast! Interesting, meaningful and challenging work within our diverse and inclusive ‘one team’ culture will have you leaping out of bed in the morning.  We regularly refer to our company values to guide our behaviours and empower our team to feel free to be themselves so they can unleash their maximum potential. We are down-to-earth people who genuinely work together as a team to "make it happen".  This is hipages' DNA.

We also love celebrating -  everything! Birthdays, babies, big wins, little wins and anything in between; our company celebration events are legendary! Check out our Instagram #hipagesteam to get the picture.  

Does this sound like the place you belong? Welcome home.

hipages. Change the way you career!

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 you don't tick every single box above, but you think you would be a great fit for the role? We encourage you to apply, we would LOVE to hear from you!