ACL Disputes & Customer Experience Lead

GWM; Melbourne; Hybride; AUD 130 000 - 190 000; Plein temps

Avantages offerts par ce poste

Work-from-home flexibility

12 weeks parental leave

6 weeks secondary caregiver leave

Family vehicle lease program

Fully maintained vehicle

24/7 counselling services

Résumé du poste

GWM Australia is seeking a Technical & Customer Relations Manager to oversee complex consumer law matters, including tribunal cases and escalated disputes, protecting the GWM ANZ brand and boosting customer satisfaction.

You will provide expert guidance on Australian Consumer Law, prepare documentation, and represent the company in dispute resolution; collaborate with dealers, engineers, and service teams to ensure compliant repair standards and strong CSI.

Qualifications

• Bachelor's degree in law; equivalent work experience considered if with an OEM.
• Minimum 5 years’ automotive industry experience managing Tribunal and consumer law matters.
• Strong knowledge of Australian Consumer Law and dispute resolution processes.
• Technical understanding of automotive repair standards and practices.
• Excellent negotiation, communication, and presentation skills.
• Ability to manage high-pressure situations and multiple cases simultaneously.

Responsabilités

• Lead ACL-related disputes, including tribunal and court proceedings for GWM ANZ.
• Provide expert advice on Australian Consumer Law, consumer guarantees, and complex complaints.
• Prepare case summaries, legal docs, and executive reports for high-risk matters.
• Collaborate with technical teams to align repair standards with legal requirements.
• Serve as primary escalation point for dealers and internal teams on ACL and disputes.
• Deliver training on ACL compliance and dispute-prevention strategies.
• Conduct root-cause analyses of disputes and propose improvements.
• Coordinate field investigations and validate technical aspects of cases.
• Update senior leaders on tribunal risks and trends.
• Monitor policies to ensure ACL and NZ CGA compliance.

Connaissances

Negotiation

Communication

Presentation

Problem solving

Stakeholder management

Formation

Bachelor's degree in law

Engineering background

Description du poste

GWM Australia is seeking a Technical & Customer Relations Manager to oversee complex consumer law matters, including tribunal cases and escalated disputes, protecting the GWM ANZ brand and boosting customer satisfaction.

You will provide expert guidance on Australian Consumer Law, prepare documentation, and represent the company in dispute resolution; collaborate with dealers, engineers, and service teams to ensure compliant repair standards and strong CSI.