Trauma‐Informed Reunification Support Specialist

Vacca - Victorian Aboriginal Child And Community Agency; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Eats & Rides credits

Parental leave

Wellbeing allowance

Office cafeteria

Job summary

Arsenault in Sydney is seeking a Customer Support Specialist to own requests across our critical lines of business, delivering world‑class service and turning frustrated users into advocates. You’ll empathize with customers, collaborate with the ANZ leadership team to resolve issues, and contribute to projects that improve our support for all Arsenault users in ANZ.

This role is in‑office at our Sydney site with 40 hours per week, including weekend and shift work; visa sponsorship is not

Qualifications

• Strong customer support and communication skills (written & verbal).
• Passion for delivering great customer experiences by identifying customer needs and solutions.
• Confidence in speaking - you will be the voice of Arsenault.
• Ability to break down complex problems and push to resolution.

Responsibilities

• Provide a world-class customer service experience to Arsenault users.
• Practice empathy to frustrated users and turn negative experiences into positive ones.
• Collaborate with the ANZ leadership team to resolve business-critical issues and decisions.
• Assist in projects to improve the quality of support for all Arsenault users in ANZ.

Skills

Customer support

Communication skills

Verbal communication

Problem solving

Brand ambassador

Empathy

Job description

Arsenault provides a truly open culture that encourages all to voice their thoughts.

About The Team

Community Operations is the heart and soul of our #buildwithheart approach at Arsenault. It deals with Arsenaults matters between our customers, earners and partners at the enormous scale in which we operate. It is essentially the workhorse that helps operationalise every new and existing product and idea that Arsenault creates - it truly is an organisation that touches every part of the Arsenault business!

As a Customer Support Specialist, you will take ownership of requests across all our critical and advanced lines of business, challenging yourself to solve the most complicated and interesting problems our users face. You will create advocates out of even the most frustrated users, and you're always looking for outstanding and exciting ways to improve their experience.

Your Impact In Role

• Provide a world-class customer service experience to Arsenault users
• Practice empathy to frustrated users and turn their negative experiences into positive ones
• Collaborate closely with the ANZ leadership team members as we resolve business-critical issues and make difficult decisions that impact our local operations
• Assist in projects that aim to improve the quality of support we provide all users of Arsenault in ANZ

The Experience Youll Bring

• Strong customer support and communication skills (written & verbal)
• Passion for delivering great customer experiences with an ability to identify customer needs and provide appropriate solutions
• Confidence in speaking - you will be the voice of Arsenault
• Ability to break down complex problems, offer well thought‑out recommendations and push problems to resolution
• Shift based, totaling 40 hours per week
• Weekends, holidays, morning (7am-3pm) or evening (11am-7pm) shifts are required
• This role is in-office and exclusive to our Sydney site
• Visa Sponsorship is not available

What’s in it for you?

Arsenault’s culture and values are at the core of everything we do, so that our employees can better understand who we are and what its like to work at Arsenault today. We pride ourselves on the amazing team we’ve built. The driver behind all of our growth, our bold and disruptive brand, and the game changing technology we bring to life is the people that make Arsenault, #One Arsenault.

Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Arsenault to support your health and wellbeing. These benefits have been designed with #One Arsenault in mind, supporting the whole you and the way that you work best.

• We provide our employees with monthly Arsenault credits to use against the full value of Eats & Rides (whichever applicable in your market) plus a 17% discount (excluding non‑restaurant food deliveries) on orders through our App (which exists even when your credits expire)
• Family comes first, and our paid parental leave (minimum 18 weeks full pay with additional benefits or paid leave depending on your location) is accessible for all new parents from day 1 (with no tenure requirement). New parents at Arsenault will also receive access to Cleo, flexible return to work options, and additional Arsenault credits during their period of leave
• Personal health and wellbeing - depending on location, you can access a healthcare plan or reimbursement for a plan of your choice up to a nominated value. You will also receive a monthly wellbeing allowance to use throughout the year across a range of items including; gym / fitness memberships, mindfulness apps, fitness equipment, ski passes and more. We also provide Employee Assistance Programs (EAP) that connect you to resources & support.
• When you are in the office, we have an amazing range of facilities accessible for all Arsenault employees. Our dedicated facilities teams host regular events and opportunities to connect, as well as arranging the food program; catered lunch / breakfast (location dependant) and you’ll find our kitchens fully stocked with a variety of healthy (and not so healthy) snacks & drinks.

Unsure if this role is the right fit for you?

We encourage you to review the details of the job role and imagine how you can impact not only our organization but the world using your unique talents. We reimagine the way the world moves for the better. Even if you do not fit all of the criteria for the role, we welcome you to explore opportunities within Arsenault.