Senior Customer Resolutions Leader (Multi-State)

The Kitchen Group; Willoughby; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Brand exposure

Leadership coaching

Team events

Charity initiatives

Staff social events

Job summary

The Kitchen Group in Chatswood, NSW, is seeking a Senior Resolutions Officer to lead escalated customer matter handling across NSW, QLD, VIC and SA from our Chatswood office with some travel to the Central Coast. You will own each case from escalation to final resolution, coordinating with Customer Relations, Completions, Scheduling and QAI teams, installers and suppliers.

Applicants should have strong experience in complaints management, a solid understanding of Australian Consumer Law, and

Qualifications

• Experience in complaints management or dispute resolution.
• Strong knowledge of Australian Consumer Law including consumer guarantees, remedies and repairs.
• Experience preparing for and attending tribunal hearings or conciliations (NCAT, QCAT, VCAT, SACAT or similar).
• Experience in environments with liability split between a supplier and contractors/trades.
• Excellent written skills with clear, structured submissions and correspondence.
• Strong commercial judgement and ability to negotiate outcomes that close matters.
• Calm, professional and empathetic approach to difficult conversations.
• Highly organised with ability to manage a high caseload across multiple states.
• Experience in kitchens, cabinetry, joinery, building or manufacturing is highly regarded.

Responsibilities

• Take ownership of escalated customer complaints and disputes across NSW, QLD, VIC and SA. Investigate facts, contract scope, and coordinate fair outcomes under ACL.
• Determine responsibility: product, manufacturing, delivery, or installer work.
• Arrange site inspections and gather evidence; coordinate remedies with relevant teams and partners.
• Negotiate resolutions within delegated authority and escalate to senior management when needed.
• Prepare clear case files and written responses for regulatory bodies as required.
• Represent the company at tribunals and conciliations; travel interstate as needed.
• Manage escalations on social media and review platforms with Marketing.
• Maintain thorough CRM notes and ensure timely follow-ups on each case.
• Report on volumes, causes and outcomes; feed findings back to Manufacturing and Field Services.

Skills

Complaints management

Dispute resolution

Team leadership

Australian Consumer Law

Tribunal prep

Negotiation

Written communication

CRM systems

Multistate coordination

Tools

CRM systems

Job description

The Kitchen Group in Chatswood, NSW, is seeking a Senior Resolutions Officer to lead escalated customer matter handling across NSW, QLD, VIC and SA from our Chatswood office with some travel to the Central Coast. You will own each case from escalation to final resolution, coordinating with Customer Relations, Completions, Scheduling and QAI teams, installers and suppliers.

Applicants should have strong experience in complaints management, a solid understanding of Australian Consumer Law, and