Resolutions Coordinator

Hireup; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Opportunities to develop

Hybrid work model

12 weeks paid parental leave and 7追加日

Allowances for setup and professionalぷ

Job summary

Hireup is seeking an Incident & Resolution Coordinator in Sydney. The role focuses on managing complex incidents and complaints to protect clients and workers while upholding NDIS standards. You’ll join a Trust & Safety team that values calm, clear communication and data‑driven analysis.

Hybrid: two office days per week at Wynyard. If you bring strong investigative thinking, excellent communication, and a passion for safety, you will help drive fair outcomes and continuous improvement within the

Qualifications

• This role draws on experience from customer escalations, complaints handling, dispute resolution, insurance claims, or HR support.
• You should bring a safety‑first mindset and curiosity about how the Trust & Safety team protects clients and workers.

Responsibilities

• Incident Triages & Response: be the first, empathetic contact for clients and workers reporting incidents or harassment.
• Objective Fact-Finding: review statements, gather context, and speak with involved parties impartially.
• Support Fair Resolutions: recommend constructive outcomes balancing safety and rights.
• NDIS Compliance & Reporting: coordinate reportable incident notifications to the NDIS Commission on time.
• Continuous Improvement: feed case data into dashboards and help identify root causes.

Skills

Customer escalations

Complaints handling

Dispute resolution

Insurance claims

HR support

Job description

We’re Hireup, delivering disability and aged care 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 and elderly Australians 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 and aged care 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 - Incident & Resolution Coordinator

Hybrid: Wynyard (Sydney), 2 office days per week

At Hireup, we believe safety is the foundation of independence. But when things don’t go to plan, we don’t just "handle" incidents, we seek to understand them.

We are looking for an Incident & Resolution Coordinator to manage and resolve complex incidents and interpersonal complaints. You don’t need a background as a formal investigator; if you are an objective thinker, a clear communicator, and someone who stays calm in high-emotion situations, we will teach you the rest.

• Incident Triage & Response: Serve as a responsive, empathetic first contact for clients and support workers reporting incidents, boundary breaches, or harassment claims.
• Objective Fact-Finding: Review statements, gather context, and speak with involved parties to unpack what occurred with impartiality, fairness, and care.
• Support Fair Resolutions: Recommend constructive outcomes, corrective actions, or next steps that balance safety, accountability, and the rights of both clients and workers.
• NDIS Compliance & Reporting: Coordinate reportable incident notifications to the NDIS Quality and Safeguards Commission, ensuring timelines and statutory requirements are met.
• Continuous Improvement: Feed case data and trends into our Trust & Safety dashboards, collaborating with internal teams to identify root causes and prevent repeat issues.

Your Background

This role is best suited for candidates bringing transferable experience from customer escalations, complaints handling, dispute resolution, insurance claims, or HR support.

We are looking for candidates with a safety‑first mindset and a genuine curiosity about how our Trust & Safety team keeps our clients and support workers safe and comfortable.

• The Investigator: You have a natural curiosity. You know how to assess credibility, cross-reference information, and draw logical, evidence-based conclusions.
• The Communicator: You are an excellent listener who can establish rapport quickly, even when conversations are difficult or emotionally charged.
• The Analyst: You look at an incident and see the patterns. You are passionate about root‑cause analysis and preventative strategy.
• A Fair Judge: You remain respectful and objective, with the ability to assess credibility and draw logical, evidence-based conclusions.
• A Regulatory Expert: You understand (or are ready to master) the nuances of NDIS reporting and the importance of meeting strict deadlines.
• A Proactive Problem Solver: You don’t just see a problem; you see an opportunity to provide insightful recommendations that help Hireup grow.

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 and elderly Australians. 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, working together in our offices 2 days a week including Thursdays
• 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 and aged care support as it should be

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.