Auto ACL Disputes & Customer Relations Lead

Great Wall Motors; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Brand new space in Mulgrave

Work-from-home flexibility

12 weeks paid parental leave

Family vehicle lease program

Fully maintained vehicle

24/7 counselling services

Job summary

Great Wall Motors Australia is seeking a Technical & Customer Relations Manager to oversee ACL-related disputes, advise on Australian Consumer Law, and guide complex customer issues. The role acts as a pivotal escalation point for dealers, internal teams, and service specialists while ensuring compliant repair standards and training to prevent future disputes.

You will lead cross-functional efforts on dispute resolution, coordinate field investigations, and report to senior leaders on tribunal

Qualifications

• Bachelor's degree in law, Engineering (preferred) or related field; equivalent experience considered if with OEM.
• Minimum 5 years' experience in the automotive industry managing tribunal and consumer law matters.
• Strong knowledge of Australian Consumer Law and dispute resolution processes.
• Technical understanding of automotive repair standards and practices.

Responsibilities

• Lead and manage ACL-related disputes, including tribunal and court proceedings, on behalf of GWM ANZ.
• Provide expert advice on Australian Consumer Law, consumer guarantees, and complex customer complaints.
• Prepare case summaries, legal documentation, and executive reports for high-risk or escalated matters.
• Collaborate with technical teams to ensure repair standards meet legal and customer-satisfaction requirements.
• Act as the primary escalation point for dealers and internal teams on ACL, warranty, and dispute-related issues.
• Deliver training and guidance to internal staff and dealer networks on ACL compliance and dispute-prevention strategies.
• Conduct root-cause analysis of disputes and recommend improvements to reduce escalations and enhance CSI.
• Coordinate field investigations and validate technical aspects of complex cases.
• Provide regular updates to senior leaders on tribunal matters, risks, and emerging trends.
• Monitor and improve internal policies and processes to ensure compliance with ACL and NZ CGA requirements.

Skills

ACL knowledge

Negotiation

Communication

Presentation

Education

Bachelor's degree in law or engineering

Job description

Great Wall Motors Australia is seeking a Technical & Customer Relations Manager to oversee ACL-related disputes, advise on Australian Consumer Law, and guide complex customer issues. The role acts as a pivotal escalation point for dealers, internal teams, and service specialists while ensuring compliant repair standards and training to prevent future disputes.

You will lead cross-functional efforts on dispute resolution, coordinate field investigations, and report to senior leaders on tribunal