This isn't a desk job where nothing changes
Every week at Westpoint, thousands of customers buy, finance and service cars across multiple sites and brands and we are also one of Brisbane's largest used car operations. Most of the time it goes smoothly. When it doesn't, we need someone sharp, fair and unflappable to step in and fix it.
That's you.
You'll take over the tough matters: the escalated complaint, the warranty dispute, the customer who's about to walk. You'll dig into the facts, work out what's fair, negotiate a deal and, more often than not, turn an unhappy customer into a loyal one. When a matter does go to QCAT, you'll be the one standing up for us.
You'll have the backing of senior leadership and the authority to actually resolve things. No endless sign-offs.
And it fits around your life
Roughly 9:15am to 2:45pm, Monday to Friday. School drop-off, school pick-up, a career that uses your brain.
If you've stepped away from work for a few years and you're ready to get back into something with substance, we built this role for you. A gap on your resume doesn't worry us. What you can do does.
What you'll be doing
Own escalated complaints from first call to final outcome
Investigate properly, from service records and warranty history to contracts and finance paperwork
Work out where the customer stands, and where we stand, under the Australian Consumer Law
Negotiate outcomes that are fair, commercially smart and keep customers coming back
Settle it
Draft settlement offers, deeds of release and terms of settlement
Prepare and file QCAT applications, responses and evidence
Represent the business at QCAT conferences, mediations and hearings
Handle Office of Fair Trading complaints and ACCC enquiries
Stop it happening again
Work across dealer principals, sales, service, finance and aftersales
Deal directly with manufacturers, financiers, insurers and our lawyers
Track trends and report on what's costing us and why
Recommend the changes that cut complaints off at the source
What we’re looking for
The must-haves
A background in complaints, dispute resolution, legal or paralegal work. Recent experience or pre-career-break both count.
A solid handle on the Australian Consumer Law
Strong writing. Clear, persuasive and backed by evidence.
A cool head in a hard conversation, with genuine empathy
The organisation to juggle several matters and deadlines without dropping one
The bonus points
Law or paralegal qualifications
QCAT, Office of Fair Trading or ACCC experience
Motor industry knowledge, including warranties, servicing and the Motor Dealers and Chattel Auctioneers Act 2014 (Qld)
Mediation training
Dealer management or CRM systems
Don't know cars? Don't stress. We'll teach you the industry. We can't teach judgement.
Why Westpoint
Family owned since 1988, and we still act like it
Hours that work for your family, not against it
A role with real responsibility and visibility to leadership
A business that recognises and rewards people who get things done
Staff discounts on vehicles, servicing and parts
Since 1988, Westpoint Autos has been a leading family-owned and run automotive group in Queensland.
We represent both new and used vehicles from top and emerging brands, including Nissan, Hyundai, Suzuki, Isuzu, LDV, GWM, SsangYong, Mahindra, MG, JAC Motors, Subaru, Renault, Mercedes, Mazda, Darra 4x4, WPA EV and WPA SV.
Our commitment extends past selling cars, we provide exceptional customer support through our spare parts and service departments. As a team member, you'll join a supportive, innovative workplace with growth opportunities. We actively support the Brisbane community through local schools, charities and sporting clubs, making a positive impact both on and off the road.
Since 1988, Westpoint Autos has been a leading family-owned and run automotive group in Queensland.
We represent both new and used vehicles from top and emerging brands, including Nissan, Hyundai, Suzuki, Isuzu, LDV, GWM, SsangYong, Mahindra, MG, JAC Motors, Subaru, Renault, Mercedes, Mazda, Darra 4x4, WPA EV and WPA SV.
Our commitment extends past selling cars, we provide exceptional customer support through our spare parts and service departments. As a team member, you'll join a supportive, innovative workplace with growth opportunities. We actively support the Brisbane community through local schools, charities and sporting clubs, making a positive impact both on and off the road.
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Customer Resolution Officer in Brisbane employer: Westpoint Autos
Westpoint Autos is an exceptional employer, offering a dynamic work environment in Seventeen Mile Rocks where you can lead high-performing teams within a respected automotive dealer group. With a strong focus on employee growth, ongoing training, and a supportive family-owned culture, you'll find ample opportunities for career progression while contributing to a community-oriented business that values its people and their development.
