Customer Solutions Specialist

Freedom Kitchens; Willoughby; On-site; AUD 65,000 - 90,000; Full time

Job summary

Freedom Kitchens in Chatswood is seeking a experienced Customer Solutions Specialist to own complex customer matters from start to finish, investigating concerns and delivering practical, commercially sound resolutions. You will work with our Customer Service, Installations and Operations teams to identify root causes of issues and continuously improve the customer experience.

Strong communication, empathy and attention to detail are essential for handling challenging conversations across NSW,

Qualifications

• Experience in customer relations, case management, or dispute resolution.
• Sound knowledge of ACL, consumer guarantees, refunds and remedies.
• Experience attending tribunals (NCAT, QCAT, VCAT) is highly regarded.
• Experience managing complaints and reviews on social media professionally.
• Proven ability to negotiate fair, practical outcomes with sound judgement.
• Experience handling warranty claims, product complaints or service disputes.
• Excellent written and verbal communication skills.
• Highly organised with strong attention to detail and prioritisation.
• Experience using CRM to manage customer interactions.

Responsibilities

• Take ownership of escalated customer matters across NSW, QLD and VIC, investigating facts and coordinating outcomes.
• Liaise with internal teams, installers and trades to understand issues and next steps.
• Negotiate with customers to reach agreed solutions within delegated authority.
• Prepare clear case files and written responses for external bodies.
• Represent the company at tribunals (NCAT, QCAT, VCAT) with evidence and submissions.
• Monitor and respond to customer complaints on social media with marketing.
• Maintain accurate records and progress notes in the CRM.
• Report on case volumes, trends and root causes; suggest process improvements.

Skills

CRM systems

Negotiation

Empathy

Communication

Attention to detail

Organisational skills

Time management

Dispute resolution

Problem solving

Job description

We are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular TV show “The Block”. Proudly, we are Australian owned and manufactured, with a reputation for innovative marketing driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today’s lifestyle needs.

About the Role

We are seeking an experienced and motivated Customer Solutions Specialist to join our Customer Service team based in Chatswood.

In this role, you will take ownership of complex customer matters from start to finish – investigating concerns, working across the business to find practical and commercially sound solutions, and making sure every customer feels heard and looked after.

You will work closely with our Customer Service, Installations and Operations teams, and play a key part in identifying the root causes of customer issues and helping us continuously improve the customer experience.

The successful candidate will be a confident communicator and natural problem solver, with excellent attention to detail and the ability to handle challenging conversations calmly, professionally and with empathy.

Key Responsibilities

• Take ownership of escalated customer matters across NSW, QLD and VIC, investigating the facts and coordinating fair, practical and commercially sound outcomes in line with the Australian Consumer Law (ACL).
• Liaise with internal teams, installers and trades to understand issues, agree next steps and see actions through to completion.
• Negotiate with customers to reach agreed solutions, working within delegated authority and escalating where appropriate.
• Prepare clear, well-documented case files and written responses for Fair Trading, Consumer Affairs Victoria and other external bodies.
• Represent the company at state civil and administrative tribunals (NCAT, QCAT, VCAT), including preparing evidence and submissions and attending hearings and conciliations. Some interstate travel is required.
• Monitor and respond to customer complaints and reviews on social media and online review platforms, working with Marketing to resolve concerns quickly and protect our brand reputation.
• Keep cases moving with diligent follow-up, maintaining accurate records and progress notes in our CRM.
• Report on case volumes, trends, turnaround times and root causes, and recommend improvements to our processes, policies and procedures.

About You

• Previous experience in customer relations, case management, complaints handling or dispute resolution.
• Sound working knowledge of the Australian Consumer Law, including consumer guarantees, refunds, repairs and remedies.
• Experience preparing for and attending tribunal hearings or conciliations (NCAT, QCAT, VCAT or similar) is highly regarded.
• Experience managing customer complaints and reviews on social media and online platforms professionally and promptly.
• Proven ability to negotiate fair, practical outcomes with sound commercial judgement.
• Experience handling warranty claims, product complaints or service disputes.
• Excellent written and verbal communication skills, including clear, factual written submissions.
• Highly organised, with strong attention to detail and the ability to manage competing priorities.
• Experience using CRM systems to manage customer interactions.
• A calm, professional and empathetic approach to challenging situations.
• Experience in the kitchen, construction, home improvement or manufacturing industry will be highly regarded

What We Offer

• The opportunity to work with well-established Australian brands.
• Coaching and support from experienced industry leaders.
• A supportive and friendly team environment.
• Opportunities to participate in charity initiatives.
• Staff social events and team activities.

We are committed to fostering an inclusive and diverse workplace where everyone feels respected, valued and supported. We welcome applications from people of all backgrounds, experiences and abilities.

As part of our recruitment process, successful candidates may be required to complete relevant background checks and must have the legal right to work in Australia.