Senior Resolutions Officer - Escalations & Tribunals Lead

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

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.