External Dispute Resolution

3 weeks ago

City of Greater Geelong, Australia Drive lah Part time

Job Title: External Dispute Resolution (EDR) Manager – Part-Time (1 day/week)
Location: Remote (with occasional travel for tribunal representation)
Type: Part-Time (Contract or Permanent – 1 day per week)

About Drive mate:

Drive mate is a fast-growing car-sharing platform on a mission to make car ownership optional and sustainable. As we continue to scale, we're committed to upholding fairness, transparency, and accountability in all our dealings with customers and partners.

We're currently looking for an experienced External Dispute Resolution (EDR) Manager to join us on a part-time basis. This is a unique opportunity to work with a passionate team and play a key role in helping us navigate complex customer disputes and represent our position with independent external bodies.

About the Role:

This role is ideal for someone with a strong background in legal, regulatory, or dispute resolution work, particularly within consumer tribunals. You'll act as Drive mate's representative in escalated cases involving AFCA, NCAT, VCAT, QCAT, or similar bodies.

Although the operational legwork (collating case summaries, compiling evidence, outlining our resolution history, etc.) will be completed by our internal team, we need your expertise in preparing and submitting formal responses, participating in hearings, and ensuring our position is well-represented.

You'll also be expected to provide feedback on our internal dispute resolution processes, flag any policies that may be problematic or non-compliant, and advise on how we can strengthen our approach to disputes.

Ideally based in Melbourne, but applicants from Sydney and Brisbane are also welcome to apply.

Key Responsibilities:

  • Represent Drive mate in external dispute resolution matters, including tribunal hearings (e.g., NCAT, VCAT, QCAT) and AFCA disputes.

  • Draft formal responses to complex or high-value escalated cases, based on decisions made by the internal IDR Committee.

  • Provide expert advice on dispute outcomes, resolution strategies, and policy interpretation.

  • Identify trends or gaps in our current IDR processes and flag policies that may require review or revision.

  • Support the business in building a fair, compliant, and scalable dispute resolution function.

  • Travel may be required to attend court or tribunal appearances; a minimum of 30 days' notice will be provided.

    • Strong understanding of Australian consumer law, dispute resolution frameworks, and external bodies such as AFCA, NCAT, VCAT, & QCAT.

    • Previous experience in legal, regulatory, compliance, or dispute resolution roles.

    • Excellent written and verbal communication skills, with the ability to clearly articulate positions in a professional and persuasive manner.

    • Confidence and professionalism in representing a company during tribunal or court proceedings.

    • Ability to provide strategic insights and constructive feedback on internal processes and policies.

    • Tertiary qualifications in law, compliance, or a related field preferred.

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