Dispute Resolution & Tribunal Specialist

We are looking for an experienced Dispute Resolution & Tribunal Specialist to take ownership of our external consumer dispute matters and help protect both our customers and the business. This is a specialist, autonomous role suited to someone who is highly comfortable dealing with consumer disputes, regulatory bodies, AFCA and state tribunals, and who can build a strong case from evidence and represent a business professionally. The Role You will be the primary owner of Drive mate's External Dispute Resolution (EDR) pipeline, managing matters from the initial notification through to resolution. Your work will primarily involve disputes relating to vehicle damage, rental charges, payments, contracts, insurance-related matters and other consumer complaints. You will be responsible for investigating the facts, assessing the strength of each case, preparing written submissions, negotiating settlements and representing Drive mate where required. The ideal person knows that not every dispute needs to be fought to the end. You will be expected to balance legal/regulatory position, evidence, commercial risk and customer experience when deciding the best outcome for each matter. Key Responsibilities 1. Case Management Take end-to-end ownership of escalated consumer disputes received through AFCA and state tribunal processes. Maintain a clear case pipeline, including deadlines, required actions, submissions and outcomes. Ensure all responses and documents are submitted accurately and within required timeframes. 2. Investigation & Evidence Investigate disputes by reviewing: Rental and booking agreements Vehicle condition reports and photographs Vehicle damage assessments and repair invoices Telematics/GPS data Dashcam or other available footage Customer and host communications Payment and transaction records Internal operational records Establish a clear timeline of events and identify the strongest evidence supporting Drive mate's position. Work with internal teams to obtain missing information and close evidence gaps. 3. AFCA & External Dispute Resolution Prepare clear, structured and evidence-based written submissions for AFCA. Ensure responses address the customer's allegations, relevant evidence and Drive mate's position. Manage requests for further information and respond to AFCA correspondence within required timeframes. Participate in conciliation and settlement discussions where appropriate. Tribunal Representation Prepare case files and evidence bundles for relevant state tribunals, including VCAT, NCAT, QCAT and other applicable bodies. Represent Drive mate at virtual or in-person hearings, directions hearings, mediations and conferences where required. Present the facts clearly and professionally and respond confidently to questions from tribunal members. Negotiation & Resolution Assess the commercial and legal strength of each matter and recommend whether to defend, negotiate or settle. Negotiate commercially sensible outcomes while protecting Drive mate's interests. Identify recurring dispute patterns and recommend changes that could reduce future claims. Continuous Improvement Identify weaknesses in Drive mate's rental terms, customer communications, damage processes and internal procedures. Provide practical recommendations to Operations, Customer Support and other relevant teams. Help improve documentation and processes so that disputes can be prevented before they escalate. - What We're Looking For - Essential - Proven experience managing consumer disputes and external dispute resolution matters in Australia. - Hands-on experience with AFCA and/or Australian state tribunals, including VCAT, NCAT, QCAT or similar. - Strong understanding of Australian consumer law and dispute resolution processes. - Experience preparing formal written submissions and evidence-based responses. - Confidence representing an organisation in mediations, conferences and hearings. Excellent written and verbal communication skills. - Strong attention to detail and the ability to manage multiple cases and deadlines independently. - Sound commercial judgement — you understand when a matter should be defended and when settlement makes better business sense. - Highly Desirable - Experience in car rental, car sharing, automotive, motor vehicle insurance, fleet management, consumer finance or equipment leasing. - Experience dealing with vehicle damage, excess/deductible disputes, rental charges, contract disputes or insurance-related claims. - Experience working with telematics, GPS data, vehicle inspection reports, photographs or other technical evidence. What Success Looks Like - Success in this role means: - Disputes are managed proactively and within all required deadlines. - Drive mate's position is supported by clear, well-organised evidence. - Written submissions are strong, factual and persuasive. - Appropriate matters are resolved through negotiation before reaching a final hearing. - Drive mate is professionally represented when matters do proceed to a tribunal. Recurring dispute issues are identified and fed back into the business to prevent future complaints.