Senior Resolutions Officer

Freedom Kitchens; Willoughby; On-site; AUD 90,000 - 120,000; Full time

Job summary

Freedom Kitchens is seeking an experienced Senior Resolutions Officer to lead how we handle complex and escalated customer matters across NSW, QLD, VIC and SA. You’ll be based in Chatswood and be part of our Operations team with some travel required to our Central Coast office.

You’ll own each matter from first escalation to final resolution, working with multiple teams and partners to deliver fair, practical outcomes and to fix root causes so issues don’t reoccur.

Qualifications

• Experience in complaints management or dispute resolution, ideally in a leadership role.
• Strong knowledge of Australian Consumer Law and consumer guarantees.
• Experience attending tribunal hearings or conciliations (NCAT, QCAT, VCAT, SACAT).
• Ability to read plans and specifications is a plus.
• Excellent written communication and stakeholder negotiation skills.

Responsibilities

• Own escalated customer matters across NSW, QLD, VIC and SA from escalation to resolution.
• Coordinate with Customer Relations, Completions, Scheduling, QAI, installers and suppliers.
• Prepare factual case files and responses for tribunals or consumer bodies.
• Represent the company at NCAT, QCAT, VCAT and SACAT; some interstate travel.
• Track case data, report on volumes and root causes, and suggest improvements.

Skills

Complaints management

Dispute resolution

CRM systems

Negotiation

Documentation

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’re looking for an experienced Senior Resolutions Officer to lead how we handle complex and escalated customer matters across NSW, QLD, VIC and SA. You’ll be based in Chatswood and be part of our Operations team with some travel required to our Central Coast office.

You’ll own each matter from first escalation to final resolution. That means working closely with our Customer Relations, Completions, Scheduling and QAI teams, contracted installers, stone suppliers and delivery partners. You’ll also use what each case teaches us to fix root causes, so the same issue doesn’t reach you twice.

Key Responsibilities

• Take ownership of escalated customer complaints and disputes across NSW, QLD, VIC and SA. Investigate the facts, the contract and the scope of supply, and coordinate fair, practical outcomes under the ACL.
• Determine responsibility clearly: product, manufacturing, delivery, or installation carried out under the customer’s separate contract with their installer. Keep the company’s position accurate and well documented.
• Work with QAI's to arrange site inspections and gather evidence. Work with Completions and Scheduling to put agreed remedies in place, including replacement parts, rectification and maintenance.
• Negotiate resolutions with customers within delegated authority, and elevate to senior management where appropriate.
• Prepare clear, factual case files and written responses to NSW Fair Trading, the QLD Office of Fair Trading, Consumer Affairs Victoria and SA Consumer and Business Services if required.
• Represent the company at NCAT, QCAT, VCAT and SACAT. This includes preparing evidence, chronologies and submissions, and attending conciliations and hearings. Some interstate travel is required.
• Manage Management Assistance escalations and complaints on social media and review platforms. Work with Marketing to respond promptly and protect our brands.
• Keep every case moving with diligent follow-up and accurate, complete notes in our CRM.
• Report on case volumes, causes, turnaround times and outcomes. Feed root‑cause findings back to Manufacturing, CAD and Field Services, and recommend improvements to our processes, terms and policies.

About You

• Proven experience in complaints management, dispute resolution or case management, ideally in a team leader or management role
• Strong working knowledge of the Australian Consumer Law, including consumer guarantees, remedies, refunds and repairs.
• Experience preparing for and attending tribunal hearings or conciliations (NCAT, QCAT, VCAT, SACAT or similar).
• Experience in an environment where liability is split between a supplier and contractors or trades. You’ll need to work through those boundaries confidently and fairly.
• Excellent written skills. You can produce clear, factual, well‑structured submissions and correspondence.
• Sound commercial judgement and the ability to negotiate outcomes that close matters for good.
• A calm, professional and empathetic approach to difficult conversations.
• Highly organised, with strong attention to detail and the ability to manage a high caseload across multiple states.
• Experience with CRM systems and with reporting on case data and trends.
• Experience in kitchens, cabinetry, joinery, building, home improvement or manufacturing is highly regarded. The ability to read plans and specifications is a plus.

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.