About The Role
Reporting to the Member Support Manager, you will be the first point of contact for members seeking support. You will assist members with matters relating to mental health, wellbeing, and physical safety through instant messaging and phone using bespoke systems developed by our in‑house engineering team.
With comprehensive training and ongoing support you will confidently respond to critical situations, applying sound judgement and working closely with your Shift Supervisor to ensure members receive timely and appropriate care.
The role supports a 24/7 operation and is primarily scheduled across seven days a week within core operational hours of 7:00 am to 11:30 pm on a rotating roster basis. From time to time, flexibility will be required to support shifts outside these hours.
What You’ll Be Doing
- Coordinate a wide variety of emergency and non‑emergency requests under the guidance of our Shift Supervisor
- Work with our team of Nurses and Psychologists to accurately pass on case notes for cases that require escalation
- You may occasionally liaise with external stakeholders to ensure the best outcome for the member
- Provide input into operational processes and functionality
- Office‑based role
Who are we looking for?
The ideal candidate has a growth mindset and is passionate, self‑motivated, and takes pride in producing high‑quality work every day. Above all else, you embody the Sonder values and love working in a fast‑paced, dynamic workplace.
- Experience working in a complex high‑pressure environment, operations or inbound call centre is desirable
- Exposure to social work or mental health industry through work or education is highly desirable
- Superior English communication skills – fluency in other languages is helpful but not required
- Experience managing multiple tasks
- Resilient
- Strong problem‑solving skills
Benefits
- 25 days annual leave plus public holidays
- Our employees and their families get free access to the Sonder app with 24/7 support
- Paid parental leave with an attractive return to work policy – 12 weeks for Primary Carers and 4 weeks for Secondary Carers, plus our Primary Carers return to work at 80% for the first 3 months at full pay
- £500 annual contribution as part of your development plan + 2 days of study leave
- Employee Share Option Plan (ESOP) – share in Sonder’s success
- Access £125 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs
- Volunteer leave – 2 days per year to participate in meaningful causes and contribute back to the community
At Sonder, we are committed to fostering a workplace that reflects the rich diversity of the communities we serve. Our members come from all backgrounds, and we know that a diverse team helps us better understand and support their needs. We encourage applications from people of all ages, abilities, cultural backgrounds, gender identities, sexual orientations, and religious beliefs. We are proud to be an inclusive employer and strongly encourage Aboriginal and Torres Strait Islander peoples to apply. We are an equal opportunity employer and all hiring decisions are based on merit, capability, and alignment with the role.
Due to the nature of our industry, all Sonder employees are required to complete a DBS Check.
#J-18808-Ljbffr…