We have fantastic career opportunities for passionate Senior Dispute Resolution Specialists to help drive financial fairness in our Financial Difficulty team.

As a  Senior Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with customers to gather information and understand the core issues
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

Koala’s mission is: Better furniture experiences, designed with the World in mind. Combining customer-centric products, a world-class technology and fulfillment platform, incredible customer service and social good; we are changing the way people buy and enjoy furniture to create happier, healthier habitats.

Why we have this role @ Koala

Being a key part of Koala’s sustainability focus, the role at Koala Second Home in Campbelltown is diverse with no two days being the same! We strive to find a second home for all returned products, working hard to prepare products for its next stage of life via our retail operation at a fraction of the price, through donation to one of our many cherished charity partners or through recycling with one of our partners.

What key responsibilities does this role have @ Koala?

• A strong customer service focus- The customer experience is at the centre of everything we do, we aim to knock customers socks off with every interaction
• Creative flair- Implement new ways to attract local customers using various online platforms and social media to drive acquisition
• Safety first- Maintain standards of health and safety, hygiene, housekeeping and security within the Warehouse and Office spaces
• Working with inbound/ return products. Continually focus on improving return product processes that allow for new and improved ways to operate
• Recovering returned products to their best possible state: This will include replacing covers, repackaging, cleaning of product, disassembling products and then reassembling with spare/new parts and identifying ways to fix broken products. The goal is to do whatever we can to increase the lifespan of the product for its next home.
• Champion the sustainability direction for the Koala Second Home ensuring we do whatever is possible to limit any negative effect on the planet. Work towards making sustainability a natural part of our everyday work. 
• Be comfortable working within groups and presenting ideas and feedback to continuously improve the operational processes and customer experience
• Be comfortable working with other departments within the business to take a collaborative approach to deliver outcomes
• Ability to work two weekends per month (Replacement time off for this will be before, after or both sides of the weekend)
• Be comfortable supporting other areas of the business as needed e.g Jumping in lending a hand on a delivery run

Ideal background…

• Prior experience in a retail or customer facing environment with a demonstrated ability to deliver a high level of customer service
• Proficient in use of computers and other devices
• Prior experience in warehousing or furniture assembly
• Proven ability to implement process improvement initiatives through innovative suggestions
• Demonstrated ability to work with minimal supervision and collaboratively within and across teams
• Current drivers licence

Treehouse Perks and Privileges…

Koala is only great when its employees are happy — and we’re one happy crew!

• Take a break - generous time off and paid parental leave to help keep your work life balance, balanced.
• Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam.
• Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.
• Accelerate your career - via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days. 
• Short-term incentive plans ensure you benefit as Koala succeeds!  
• Community & connection - We believe that simply doing ‘no harm’ isn’t good enough  So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding,  1% and so much more. All in all, the Koala Kommunity is a great place to hang out and belong to!

Koalities we look for…

At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always curious to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're bloody confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball. Honesty and selflessness drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;) All in all, the Koala Kommunity is a great place to hang out and belong to!
There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognize that a diverse workforce is crucial to our success as a business.
To read more, check out our careers, LinkedIn, or the great work we do with Work180.

As a Mental Injury Specialist / Rehabilitation Consultant you will:

• Identify Return to Work (RTW) barriers and strategies to overcome these for psychological conditions, with some physical conditions
• Design, implement, and review programs that assist injured employees return to the workforce
• Provide job seeking and advocate for your clients towards successful employment outcomes
• Provide specialist mental injury case management and intervention on primary or secondary psychological claims.
• Ensure clients, employers and Agents receive specialised, best practice psychological intervention and RTW support for mental injury.

• Drive achievement of recovery and return to work goals via implementation of regular, intense, evidence-based, best practice intervention as per WorkFocus Australia Australia’s service delivery model.
• Undertake specific services and assessments relevant to mental injury and discipline/competency including Worksite, vocational, psych functional assessment, EAP, Critical Incident Debriefing, Facilitated Discussion & Mediation, MindHub Early Intervention, Care Coordination, Pre-Employment Screening, Psychological Treatment and intervention, Adjustment Counselling, Voc Counselling
• Achieve RTW outcomes across case load
• Maintain knowledge of best-practice in mental injury RTW management and intervention for return to work, acting as the go-to resource for the area.