• Provide ongoing coaching and mentoring to Case Managers (and/or external stakeholders) on the claims management process, enabling them to provide exceptional customer service to clients, including guidance on handling communication with clients relating to the management of their claim and attending to client’s enquiries;
• Being the escalation point for technical advice for Case Managers, undertake duties including:
  • Authorise and review claims (and associated benefits payments), including where above delegated authority of Case Managers;
  • Interpretation and advice regarding hypothetical claims scenarios;
  • undertake quality assurance reviews of claims files;
  • provide advice on the technical interpretation of policies and contract requirements; and
  • take accountability for the resolution of customer complaints or requests for decision reviews (within authority);
• Continuously support the Claims Team Manager (or Senior Claims Specialists), including acting as the second-in-charge for the relevant Claims Team, triaging of claims files to Case Managers, providing feedback to the Claims Team Manager on the successes and development opportunities for Case Managers, as required;
• Liaising with internal and external stakeholders, to ensure the timely and quality management of claims, including participating in case conferences, peer case discussions and working closely with the Claims Technical Training team to identify and develop training package needs;
• Generation of reports for the Claims Team and Claims Leadership Team (such as Traffic Light reports), to enable the efficient and effective management of the team;
• Continuously reviewing Claims processes and frameworks to seek out opportunities for improvement in the overall claims experience for customers;
• Participate in business area and/or Company projects as required

Who are we?

Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first - one bowl at a time.

Today, we are proud to share we’ve served 50 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people and we're continuing to grow (yes, looking at you!). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing.

To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack!

Our Mission

The time we share with our pets is being cut short. Despite medical advancements, they’re getting sicker earlier. They’re dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That’s where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don’t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it’s not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

The Opportunity

Lyka is growing quickly, and no two weeks are the same. Our Customer Care team are on the frontline to our customers, answering enquiries and proactively solving any issues that arise. The team also contribute to process improvements that enhance customer experience.

Role responsibilities

• Be the first point of contact for our customers (we use livechat, phones and emails as our primary Customer Care channels)
• Resolve customer issues around their account, orders and deliveries and advise customers on a variety of dog nutrition and wellness questions
• Work with Lyka’s operations team to ensure all customer order and delivery requests are executed
• Assist in developing and improving Lyka’s Customer Care knowledge base content
• Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned to the company's mission
• Live and work in accordance with Lyka’s values and principles at the workplace

• Exceptional customer service skills - helpful and positive attitude and always looking to go above and beyond for customers
• Well-versed verbal and written communication skills with strong English and grammar
• Proficient in using a computer, touch typing and able to learn new tools / systems
• Organised with high attention to detail
• Willingness to learn new topics, such as dog nutrition and wellness
• Resilient, high sense of ownership and comfortable with a fast-paced environment
• Previous experience in a contact center role is preferable
• Must be able to be rostered across a 7-day working week (rotating roster)
• Must love dogs

• Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product!
• Growth and Development – Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development.
• Work for a sustainability focused company - we care about the health of our dogs and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways for us improve sustainability practices.
• Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
• Up to 18 weeks of paid parental leave top-up.
• Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work.

• Hybrid working - 3 days per week in office. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required during your onboarding.
• Pupper parent support to care for your furry friends - flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life!
  

We are committed to building inclusive and diverse teams

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion.

We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.

Reporting to the CRM Manager - Leafio, the role of a CRM Specialist is to support the development, execution, and continuous refinement of multi-channel campaigns and CRM communications that drive activation, engagement and retention.

The CRM Specialist will be responsible for ensuring marketing and CRM campaigns are built, QA’d and delivered on time.

This role will also analyse and report on campaign performance data to improve and optimise key metrics and campaigns.

Key Responsibilities: 

Delivery and Execution 

• Work collaboratively with business stakeholders interpreting brief requirements for delivery.

• Work collaboratively with your team to ensure delivery expectations are clear and on time for delivery. 

• Manage the scheduling, building, copy,  testing, and deployment of communications across the Montu Brands Lifecycle, campaigns, research and surveys.

• Manage delivery progress in workflow tools and team channels.

Marketing Automation 

• Configure and launch complex, data-driven journeys exercising good judgement and strong decision-making.

• Provide technical support and recommendations on conditional logic, segmentation and topics related to Marketing Automation tools, as well as troubleshooting issues.

• Assist in maintaining our CRM and Marketing Automation tools, best practices and procedures,  including data management, privacy standards and system updates.

• Work collaboratively with IT and tech teams on requirements and participate in solution designs and concepting.

Customer Data Analysis and Reporting

• Utilise multiple data sources to generate insights and understand results.

• Utilise data to segment and target audiences effectively, personalising communications. 

• Drive a test-and-learn culture and conduct ongoing A/B + multivariate testing and other optimisation techniques to enhance targeting strategies.

• Analyse campaign data to identify trends and provide insights.

• Report on key performance insights and propose future improvements for review.

Data governance and compliance 

• Safeguard the brand through Privacy and SPAM act compliance and best practice. 

• Stay up to date on legislation changes and educate stakeholders.

• Ensure CRM initiatives adhere to Therapeutic Goods Administration (TGA) and Australian Competition and Consumer Commission (ACCC) guidelines.

• Capture customer consent and personal data at key stages of the customer lifecycle that assist in profiling and personalisation execute comprehensive CRM strategies, including acquisition, lifecycle, and retention initiatives.

Braze Super User

• Be a Braze expert, guiding internal stakeholders on platform utilisation and optimisation.

• Leverage Braze’s full capabilities to enhance technical performance and personalisation.

• Ensure that technical problems (including across platforms) are resolved efficiently, minimising any disruption to campaign execution for the CRM team.

Objectives and Key Results (OKRs) 

• Deliver on individual and set team OKRs as determined by the business 

Since Vulcan was founded in 1995, we have become Australasia’s highest performing metals distributor and processor. Our sustained growth is the product of superior service and dedication to continuously improving to every facet of our business.

At Vulcan, we believe that being a diverse and inclusive workplace makes us better in every way. We are proud to have a diverse team from over 70 different countries and more than 90 different ethnicities from across our sites.

Come and join us at our Vulcan site in Smithfield, we would love to have you.

What you will be responsible for:

Procurement Planning

• Develop and implement sourcing strategies for stainless steel materials (eg sheets, coils, plates, pipes, etc) based on Business requirements and sales strategies

• Ensure the availability of materials to meet sales projections whilst minimizing excess inventory.

• Be a key stakeholder in analysing and influencing re-order quantities

Supplier Management

• Identify, evaluate, and maintain relationships with international suppliers

• Conduct supplier performance reviews and manage continuous improvements

• Source new Suppliers for cost efficiency and innovation, whilst ensuring high-quality standards

Negotiating & Contracting

• Negotiate pricing, payment terms, and contracts as needed, with suppliers to secure favourable terms without comprising quality and lead times

• Prepare purchase agreements and monitor compliance with contractual terms

Market Analysis

• Monitor market trends, commodity prices, and supply chain risks affecting stainless steel procurement

• Provide timely market intelligence to inform decision-making and optimize sourcing strategies

• Compliance & Risk Management

• Ensure procurement activities align with company policies and government regulations

• Proactively address risks related to quality, logistics, and pricing fluctuations

Collaboration & Reporting

• Work closely with Branch Unit Leaders, Finance, Shipping Team, Warehouse Teams and Freight Forwarders to align Business Plans to operational needs.

• Prepare regular reports on procurement metrics, supplier performance, cost savings and continuous improvement initiatives.

• 3-5 years experience in procurement or purchasing, preferably with exposure to stainless steel, but not essential

• Strong knowledge of supply chain management and sourcing practices and processes

• Excellent negotiation, influencing and analytical skills

• Effective communication and interpersonal skills with the ability to collaborate across departments and Divisions

• Ability to manage multiple tasks under tight deadlines and adapt to changing market conditions

• Out of the box thinker with the ability to problem solve

• Professional but relaxed company culture
• Generous parental leave policy
• Employee Assistance Programme

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

Primary Purpose

The Investment Product & Communications team at Rest are seeking a detail-oriented and strategic Communications and Product Specialist - Investments. The role involves working closely with investment specialists to develop and deliver clear, accurate, and compelling investment information and communications that resonate with internal and external stakeholders as we deliver on our mission to make super simple for our close to 2 million members by growing trust through simple connections to Rest Investments.

Key Accountabilities/Responsibilities

• Support in driving Rest’s investment narrative for all investment related content – including Whole of Fund, Responsible Investing and asset class activity
• Assist in developing and refining investment content, including market and economic commentary, presentations, reports, and investment related collateral
• Collaborate with investment specialists and channel owners to translate complex investment concepts and data into user-friendly language for various audiences
• Contribute to the production of regular investment commentary, market updates, and thought leadership material  
• Maintain up-to-date knowledge of our investment products, market trends, and regulatory requirements affecting product disclosures
• Collaborate and co-ordinate with the marketing and member engagement teams and other fund communications teams to ensure accurate and consistent investment messaging across all communication channels
• Support the management of investment-related queries from internal teams, providing accurate and timely information
• Participate in cross-functional projects aimed at enhancing product offerings and improving member experience