Senior Trauma-Informed Client Liaison & Legal Advocate

Queensland Government; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Queensland Government is seeking a Trauma Informed Client Liaison Advocate in Melbourne to lead complex case work, investigation and regulatory liaison. You will coordinate legal claims, support tribunal matters and ensure compliant handling under Australian Consumer Law.

The role involves high‑risk decisions and line management of two staff. Ideal candidates have 3–5 years in automotive/technical investigations, strong stakeholder skills and the ability to translate technical information for

Qualifications

• A post‑secondary, trade or equivalent qualification is required, with equivalent relevant experience considered in lieu.
• A qualification in automotive, engineering, mechanical, technical, legal studies, business administration or a related discipline is preferred.
• Qualifications or knowledge in Australian Consumer Law, legal studies, investigations, claims management or dispute resolution are desirable.
• Equivalent combinations of education, qualifications and relevant experience may be considered.

Responsibilities

• Manage complex and escalated customer matters involving technical, legal, safety, financial or reputational risk.
• Assess customer cases and determine appropriate investigation, escalation and resolution pathways.
• Coordinate the resolution of legal claims relating to alleged vehicle faults.
• Manage executive referrals and other elevated customer matters.
• Prepare and maintain accurate case records, correspondence and supporting documentation.
• Support settlements and agreed outcomes in accordance with company policy and delegated authority.

Skills

Vehicle systems understanding

Investigation & problem solving

Australian Consumer Law knowledge

Tribunal processes understanding

Written/verbal/negotiation skills

Ability to explain technical matters

Stakeholder management

Judgement & discretion

Prioritisation under pressure

MS Office & case-management

Customer focus & quality outcomes

Education

Post-secondary qualification

Automotive/engineering/legal-related qualification preferred

Australian Consumer Law/claims resolution knowledge desirable

Equivalent combinations considered

Job description

Queensland Government is seeking a Trauma Informed Client Liaison Advocate in Melbourne to lead complex case work, investigation and regulatory liaison. You will coordinate legal claims, support tribunal matters and ensure compliant handling under Australian Consumer Law.

The role involves high‑risk decisions and line management of two staff. Ideal candidates have 3–5 years in automotive/technical investigations, strong stakeholder skills and the ability to translate technical information for