External Dispute Resolution

7 days ago

Melbourne, Victoria, Australia Drive Mate 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.

**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.

**What You'll Bring**:

- Strong understanding of **Australian consumer law**, dispute resolution frameworks, and external bodies such as AFCA, NCAT, VCAT, and 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.

**Job Types**: Part-time, Casual

Pay: $35.00 - $45.00 per hour

Expected hours: 2 - 6 per week

Schedule:

- Afternoon shift
- Day shift
- Evening shift
- Public holidays
- Weekend availability

Application Question(s):

- Do you have a strong understanding of Australian consumer law, dispute resolution frameworks, and external bodies such as AFCA, NCAT, VCAT, and QCAT?

Work Authorisation:

- Australia (required)

Work Location: In person

Expected Start Date: 05/05/2025

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