At Sonder, we help organisations improve the health, safety and wellbeing of their people, empowering them to be at their best. Our mobile app provides immediate, 24/7 support to our members from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives our customers the insights they need to act on tomorrow’s wellbeing challenges today.

Founded in 2017, Sonder has rapidly expanded with operations in Australia, New Zealand, and the UK. After a highly successful Series B capital raise in August 2022, we are scaling globally to make a positive impact on our customers and their people. Our approach is both technology-driven and human centred aiming to transform workplace wellbeing with accessible, preventive care.

• 900,000+ eligible members across multiple countries
• 200 + team members, as well as an on-the-ground responder network 
• Partnerships with major corporations, education providers, and government agencies 

Join Sonder’s mission to deliver timely and effective global support, and contribute to empowering people to be at their best.

About the role

The Workplace Incident Specialist at Sonder plays a key role in coordinating Critical Incidents and injury management processes, while supporting the ongoing development and improvement of safety management systems, workplace injury events, and safety cases.

This role requires a deep understanding of incident management, enabling seamless coordination between internal teams (within Member Support) and our customers. You’ll work autonomously to ensure compliance with WHS processes and actively contribute to fostering a proactive safety culture across the organisation.

What you’ll be doing

• Act as the primary contact for external case management.
• Coordinate ‘Active Support’ for members after Critical Incidents, following policy and guidelines.
• Collaborate with managers and teams to ensure effective delivery of Sonder’s Model of Care.
• Maintain records and report incident outcomes to stakeholders.
• Support incident reporting and communication.
• Manage responder deployments for Critical and Safety Incidents.
• Work with the Support Centre for seamless member care post-incident.
• Oversee workplace injury management and act as the main point of contact for customer inquiries.
• Provide support for invoicing and reporting for workplace injury management.
• Monitor and review injury trends, providing insights and recommendation for process improvement.

Who are we looking for?

The ideal candidate has a growth mindset and is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Sonder values and love working in a fast-paced, dynamic workplace.

What you bring to the team;

• 2-3+ years of experience in a WHS or incident management role.
• Proven expertise in incident investigation and root cause analysis.
• Strong knowledge of work health, safety, and wellbeing best practices.
• Demonstrated analytical skills to determine the best response and support for customers or clients.
• Experience working in high-pressure, time-sensitive environments with cross-team collaboration.
• Skilled in managing incidents from triage and investigation to resolution and post-incident analysis.
• Experience with tools such as Genesys, Salesforce (Healthcloud), and Confluence.
• A calm, composed approach to stressful situations, with effective communication during distressing moments.
• Strong empathy for members and colleagues, with a focus on understanding and support.
• Sound decision-making, prioritisation, and the ability to act on key issues.
• Clear, concise communication and the ability to analyse complex information and deliver actionable outcomes.

Why join Sonder?

At Sonder, we thrive in a fast-paced, high-performance environment with a strong commitment to our people. Our team is a collaborative, vibrant group of passionate professionals, dedicated to making a real impact on people’s lives every day.

• Hybrid and flexible working environment. Enjoy the perfect balance of in-office collaboration and work from home flexibility, empowering you to optimise your productivity and work-life balance.
• Gain free access to the Sonder app for you and your family, offering 24/7 on-demand support for health, wellbeing, and safety.
• $1000 annual contribution as part of your development plan + 2 days of study leave
• Paid parental leave with an attractive return to work policy, 12 weeks for Primary Carers and 4 weeks for Secondary Carers, plus our Primary Carers return to work at 80% for the first 3 months at full pay.
• Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success. 
• Salary packaging novated leasing.
• ​​Access $250 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
• Free coffee on Tuesdays and catered lunch on Thursdays.
• Team social fund to connect with your team, plus monthly company wide social events. 
• Dog-friendly office. 
• Volunteer leave. 2 days per year to participate in meaningful causes and contribute back to the community.

Check out our life page for more info - https://www.linkedin.com/company/sondersafe/life/

Sonder is committed to creating an inclusive and diverse workplace for everyone. We offer equal opportunities to all, regardless of race, gender, age, disability, political beliefs, sexual orientation, or any protected status. All qualified applicants are encouraged to apply and join us in fostering a respectful and empowering environment.

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC

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