Safety and Incident Response Specialist
EF Education First
- Sydney, NSW
- Permanent
- Full-time
- Manage the communications - systems and processes related to our 24/7 incident response setup
- Manage on-tour incidents - ranging from operational issues (e.g., hotel or bus issues) to medical incidents to acts of terror
- Have overall responsibility - for Global Incident Response for incidents occurring during your local business hours
- Develop and execute training - for relevant parties about their respective safety and emergency response responsibilities
- Collaborate with regional operations teams - to implement controls which mitigate risk to operational components (e.g., hotels, activities, Tour Directors, etc.)
- Oversee the execution of controls - in order to ensure compliance
- Liaise with teammates - to ensure consistency of relevant policies, procedures, and application of safety decisions
- Perpetuate a culture - of safety throughout the organization
- Promote risk management standards - as aligned with the ISO 31000: 2018 Risk Management - Principles and Guidelines and ISO 31030: 2021 Travel Risk Management - Guidance for organizations
- Innovate in partnership - with the other operations teams, sales and regional offices to drive process and procedural efficiencies
- Accountability and team commitment - As the Safety and Incident Response team we know our travelers on the road might face unexpected disruptions and emergencies. We are as committed to supporting our customers with top crisis response management 24/7, and we know we are the experts for that. Considering this we expect all team members to join at least four weekend shifts per year to support the emergency team with communication and problem solving
- Contribute to a culture of proactive risk management with an ongoing desire to continue to improve and train on EF's Safety-First program within their team and across departments
- Increase NPS score for tours with incidents through effective communication, support, and training of Tour directors
- Innovate in partnership with other operations teams, sales and regional offices to drive process and procedural efficiencies and improvements
- Complete fluency in English and preferably Japanese or a European-based language
- Engaging trainer and excellent communicator
- Creative problem solver - ability to look beyond standard resolutions and create creative solutions to challenging and dynamic challenges
- Acute attention to detail
- Process-driven and enjoys creating structure
- Enjoy working independently as well as part of team
- Can influence others positively and get buy in
- Accountable and takes ownership
- Use of good judgement and ability to make quick decisions with small or big scenarios
- Ability to weigh different options and think several steps ahead
- Have a positive mindset with a can-do attitude
- Resilient and doesn't bend under pressure
- Thrive on the unknown and enjoy working on emergency situations
- Have one to three years of experience in customer service/sales/operations experience
- Regional knowledge and EF Tours experience is a bonus
- To be considered for this role, applicants must have the legal right to live and work in Australia
- This position is not eligible for visa sponsorship
- The opportunity in developing your international career and network within EF
- Flexible hybrid work model : 3 days office / 2 days' work from home (subject to seasonality)
- Travel opportunities related to your role and industry conferences
- Global meetings and trainings
- STEP (Staff Travel Experiential Program) opportunity to all our permanent staff to travel yearly on one of our global tours
- Seasonal office events and parties
- Discounts of EF Programs