Customer Remediation Case Manager

About the business:

Our client is a well-established organisation undertaking a significant customer remediation project involving approximately 250 customers. This is an opportunity to play a key role in supporting customers through a structured resolution process while ensuring every case is managed professionally, accurately and in line with established processes.

This is not a traditional call centre role. You will be dealing with customers regarding a sensitive matter involving consumer law, breaches and compensation outcomes, so you will need the maturity, communication skills and judgement to manage potentially challenging conversations with confidence and empathy.

About the role:

Working closely with the Customer Relations Manager and Head of Aftersales, you will act as the dedicated point of contact for affected customers, guiding them through their available resolution options and managing each case from initial contact through to completion.

• Contacting and communicating with affected customers regarding the remediation process and available outcomes.
• Clearly explaining customer resolution options within an established framework.
• Managing sensitive and potentially difficult customer conversations with professionalism and empathy.
• Providing information regarding consumer rights and resolution options within approved guidelines.
• Managing customer cases from initial contact through to resolution.
• Recording customer interactions, decisions and outcomes accurately within the internal CRM.
• Maintaining a separate database and ensuring all case information is accurate, complete and auditable.
• Coordinating the administration of customer outcomes, including documentation and financial processes.
• Liaising with internal teams to ensure required approvals and documentation are completed.
• Identifying and escalating cases that fall outside the agreed remediation framework.
• Following established processes and ensuring customer outcomes are delivered consistently.
• Supporting the development and refinement of processes as the remediation program progresses.

About You:

We are looking for a seasoned and confident customer service professional who is comfortable having meaningful conversations with customers when the circumstances may be complex, sensitive or challenging.

You will ideally have experience in:

• Customer remediation, complaints, case management or customer resolution.
• Financial services, insurance, automotive, utilities, telecommunications or another regulated environment.
• Managing customers through difficult or sensitive situations.
• Working within strict processes, policies and regulatory frameworks.
• Managing detailed case administration and maintaining accurate records.
• Using CRM systems and databases — specific CRM experience is not essential as training will be provided.

You will be a confident communicator who can explain complex information clearly, remain composed under pressure and demonstrate sound judgement. Management or senior customer-facing experience will be highly regarded.
What You'll Bring

• Excellent verbal and written communication skills.
• Confidence managing challenging customer conversations.
• High level of maturity, professionalism and emotional intelligence.
• Strong attention to detail and administrative capability.
• A highly process-driven and organised approach.
• The ability to work within defined parameters and not overcommit or make decisions outside your authority.
• Strong judgement and the confidence to escalate appropriately.
• Empathy and a genuine customer-focused approach.
• The ability to manage multiple cases and competing priorities.
• Experience working with confidential customer information.

What's in it for you:

• Join a well-established organisation during an important customer remediation program.
• Make a genuine impact on customer outcomes.
• Work closely with experienced Customer Relations and Aftersales leaders.
• Receive training and support during the initial onboarding period.
• Opportunity to contribute to the development and improvement of remediation processes.
• On-site parking available.

**Contact Jenny Hiep on ([email protected]) with an updated resume.

Please note: Only successfully shortlisted candidates will be contacted.  
**Candidate must be based in VIC - AUSTRALIAN CITIZENS ONLY **

**Please add your suburb of residence on your resume**  

**Due to lack of public transport - Candidates must have a car****