Safety Specialist
Location: Cork (Onsite)
Contract: Full-time, Permanent
Salary: €28,100 + performance bonus
Start date: 10th February 2025
Shifts: across 7 am - 7 pm (5 days a week, including 5 weekends out of 7)
As part of this role, you will ensure the safety of Users on our Client platform by handling urgent and inactive cases, making outbound calls/emails/messages, and rebooking for sensitive safety issues. You will pay high attention to detail and adhere to quality workflows. Additionally, you will work on prevention queues and extractions if associated with a Safety issue.
A Day in the Life of a Safety Specialist
We are looking for caring and resilient specialists who can handle a broad variety of Safety Concerns, including personal safety threats, unauthorized parties, drug activity, sex activity, privacy violations, undisclosed cameras, and extractions.
In this role, you will develop an expert-level understanding of threatening and harmful circumstances, empathetic communication, and quick decision-making, with the goal of mitigating the negative impact for the reporting users.
Responsibilities, Tasks, and Projects
You will assist with escalated issues and initiate the user dispute request process for personal safety incidents and some cases related to property damage that need to be escalated to the Claims department. Safety specialists are responsible for investigating cases involving complex damages, trauma, personal harm, or brand risk, and negotiating collaboratively while verifying facts and reaching policy-based determinations for effective resolution. You will maintain high levels of confidentiality while performing investigations and comprehensively document them through written reports.
We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using our client platform responsibly. Among other responsibilities, you will monitor flagged and inappropriate content and identify and report trends in online risk. You will work with Safety support teams to develop and enhance our internal policies and tools.
What We NEED You to Have:
* Excellent interpersonal and communication skills, both written and spoken.
* Excellent time management, negotiation, and conflict resolution skills.
* Passion for innovation with a solution and action-oriented mindset.
* Calm and empathetic demeanor, able to adapt to any situation.
* Ability to learn and adapt to new technologies.
* Maintain high levels of confidentiality while performing investigations.
What We Would LOVE You to Have:
* 1+ years of experience in customer service, mediation, emergency services, or a similar role.
* An interest in innovation.
What’s in it for You:
Stable permanent job with regular training, great rewards for referring friends, multilingual exposure, community projects, and more! From day 1, you get free access to benefits like complimentary GP service, Occupational Health Advisor, or Vision Eye Test. We also offer contributions towards private medical insurance coverage (tenure-based).
Transport: Free onsite car parking, bike-to-work tax relief, or bus tax saver scheme. In the office, enjoy our inspiring, fun, and innovative space with ‘relax’ and ‘play’ areas, a brand new gym, subsidized canteen, and coffee station. We run CSR (Corporate Social Responsibility) events all year long.
What Happens Next?
Apply now! If you're successful with your initial application, our Recruitment department will be in touch within 7 days. Not fully sure your profile matches all the requirements? Don’t hesitate to apply anyway!
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. We are proud to be an equal opportunity employer committed to creating a diverse and inclusive workplace.
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