Customer Experience Advocate

1 day ago

Sydney, New South Wales, Australia Bebeeadvocate Full time

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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