Customer Solutions Specialist: Escalations & Tribunals

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

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,