Customer Resolution Officer

Westpoint Autos; Brisbane; On-site; AUD 39,000 - 62,000; Part time

Benefits offered by this job

Staff discounts on vehicles

Family-friendly hours

Growth opportunities

Job summary

Westpoint Autos seeks a sharp, fair, and unflappable professional to handle escalated complaints, warranty disputes and customer retention across Brisbane. You will investigate facts, negotiate fair settlements, and stand up for the business when required.

The role fits around life with flexible hours roughly 9:15am to 2:45pm, Monday to Friday, and supports a path back into substantive work for those returning after a break.

Qualifications

• Background in complaints, dispute resolution, legal or paralegal work.
• Strong knowledge of Australian Consumer Law.
• Strong writing, clear and persuasive with evidence.
• Cool head in tough conversations with genuine empathy.
• Ability to juggle several matters and deadlines.

Responsibilities

• Own escalated complaints from first call to final outcome.
• Investigate service records, warranty history, contracts and finance paperwork.
• Apply Australian Consumer Law to determine fair outcomes.
• Draft settlement offers, deeds of release and terms of settlement.
• Prepare and file QCAT applications, responses and evidence.
• Represent the business at QCAT conferences, mediations and hearings.
• Coordinate with dealers, sales, service, finance and aftersales to resolve cases.

Skills

Complaint handling

Dispute resolution

Negotiation

Empathy

Writing skills

Education

Law or paralegal qualifications

Tools

CRM systems

Job description

This isn't a desk job where nothing changes

Every week at Westpoint, thousands of customers buy, finance and service cars across multiple sites and brands and we are also one of Brisbane's largest used car operations. Most of the time it goes smoothly. When it doesn't, we need someone sharp, fair and unflappable to step in and fix it.

That's you.

You'll take over the tough matters: the escalated complaint, the warranty dispute, the customer who's about to walk. You'll dig into the facts, work out what's fair, negotiate a deal and, more often than not, turn an unhappy customer into a loyal one. When a matter does go to QCAT, you'll be the one standing up for us.

You'll have the backing of senior leadership and the authority to actually resolve things. No endless sign-offs.

And it fits around your life

Roughly 9:15am to 2:45pm, Monday to Friday. School drop-off, school pick-up, a career that uses your brain.

If you've stepped away from work for a few years and you're ready to get back into something with substance, we built this role for you. A gap on your resume doesn't worry us. What you can do does.

What you'll be doing

Own escalated complaints from first call to final outcome

Investigate properly, from service records and warranty history to contracts and finance paperwork

Work out where the customer stands, and where we stand, under the Australian Consumer Law

Negotiate outcomes that are fair, commercially smart and keep customers coming back

Settle it

Draft settlement offers, deeds of release and terms of settlement

Prepare and file QCAT applications, responses and evidence

Represent the business at QCAT conferences, mediations and hearings

Handle Office of Fair Trading complaints and ACCC enquiries

Stop it happening again

Work across dealer principals, sales, service, finance and aftersales

Deal directly with manufacturers, financiers, insurers and our lawyers

Track trends and report on what's costing us and why

Recommend the changes that cut complaints off at the source

What we’re looking for

The must-haves

A background in complaints, dispute resolution, legal or paralegal work. Recent experience or pre-career-break both count.

A solid handle on the Australian Consumer Law

Strong writing. Clear, persuasive and backed by evidence.

A cool head in a hard conversation, with genuine empathy

The organisation to juggle several matters and deadlines without dropping one

The bonus points

Law or paralegal qualifications

QCAT, Office of Fair Trading or ACCC experience

Motor industry knowledge, including warranties, servicing and the Motor Dealers and Chattel Auctioneers Act 2014 (Qld)

Mediation training

Dealer management or CRM systems

Don't know cars? Don't stress. We'll teach you the industry. We can't teach judgement.

Why Westpoint

Family owned since 1988, and we still act like it

Hours that work for your family, not against it

A role with real responsibility and visibility to leadership

A business that recognises and rewards people who get things done

Staff discounts on vehicles, servicing and parts

Since 1988, Westpoint Autos has been a leading family-owned and run automotive group in Queensland.

We represent both new and used vehicles from top and emerging brands, including Nissan, Hyundai, Suzuki, Isuzu, LDV, GWM, SsangYong, Mahindra, MG, JAC Motors, Subaru, Renault, Mercedes, Mazda, Darra 4x4, WPA EV and WPA SV.

Our commitment extends past selling cars, we provide exceptional customer support through our spare parts and service departments. As a team member, you'll join a supportive, innovative workplace with growth opportunities. We actively support the Brisbane community through local schools, charities and sporting clubs, making a positive impact both on and off the road.

Since 1988, Westpoint Autos has been a leading family-owned and run automotive group in Queensland.

We represent both new and used vehicles from top and emerging brands, including Nissan, Hyundai, Suzuki, Isuzu, LDV, GWM, SsangYong, Mahindra, MG, JAC Motors, Subaru, Renault, Mercedes, Mazda, Darra 4x4, WPA EV and WPA SV.

Our commitment extends past selling cars, we provide exceptional customer support through our spare parts and service departments. As a team member, you'll join a supportive, innovative workplace with growth opportunities. We actively support the Brisbane community through local schools, charities and sporting clubs, making a positive impact both on and off the road.