Customer Experience Advocate

1 day ago

Sydney, New South Wales, Australia beBeeAdvocate Full time $90,000 - $123,456
About the Opportunity

We are seeking a dedicated professional to join our customer experience team. As a key member of this team, you will be responsible for managing and resolving legally escalated customer complaints.

Key Responsibilities:

  • Assess and manage customer complaints that involve legal escalation, particularly those relating to consumer law.
  • Provide clear, sound recommendations for resolution, balancing customer experience with company risk exposure.
  • Communicate directly with customers, their representatives, and other stakeholders regarding disputed matters.
  • Draft formal correspondence and legal submissions articulating our position in response to claims.
  • Represent us as an advocate in tribunals, including attending proceedings, presenting arguments, and responding to inquiries.
  • Maintain accurate records of all active and resolved cases, including timelines, correspondence, and outcomes.
  • Engage with internal departments to gather information and coordinate responses.
  • Provide guidance on consumer law-related risks and resolution strategies.
  • Identify patterns or recurring issues in customer complaints that may indicate broader risks.
  • Recommend measures to reduce exposure to class actions or systemic claims.

About You

To succeed in this role, you will have:

  • A degree in law from a reputable institution.
  • No admission to legal practice.
  • An interest in litigation and consumer law, with strong reasoning, advocacy skills, and ability to communicate complex issues clearly.
  • Strong time management and prioritization skills, with experience managing competing priorities.
  • A high attention to detail, with some exposure to legal research, drafting, or case preparation.
  • The ability to speak confidently and advocate at tribunals.
  • A valid driver's license.

Why work with us?

We pride ourselves on creating an inclusive, energized, and collaborative workplace with meaningful experiences, encouraging innovation and growth. Our benefits include:

  • Exposure to various aspects of the business and its products.
  • A personalized learning system and clear development strategy.
  • Paid parental leave, celebration leave, volunteer opportunities, and more.
  • An employee vehicle lease program: utilize our vehicles at a reduced price.
  • Subsidized gym membership, on-site café, and travel benefits.
  • Contribution to our CSR program.
  • Access to professional assistance for personal or work-related issues.
  • A newly renovated office: open-plan layout that stimulates productivity and collaboration.

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