Customer Resolutions & Compliance Specialist

About This Role

Who we are

Take a seat at Freedom, a company that's been shaping Australian homes for over 40 years. We're proud of the passion, creativity and care our people bring every day — helping customers create spaces they truly love.

At Freedom, we believe great customer experiences don't end at the point of sale. Our Customer Care team plays a critical role in supporting customers, resolving complex matters and ensuring we uphold the highest standards of compliance and service across the business.

This is an opportunity to join a collaborative, fast-paced team where your ability to problem-solve, communicate effectively and navigate complex customer matters will make a real impact. This is a full-time permanent opportunity working standard hours Monday to Friday, 9:00am – 5:00pm, with hybrid working arrangements available.

Why You'll Like Working Here

We've been certified a Great Place to Work in 2024, 2025 and 2026, reflecting our commitment to a supportive, inclusive and engaging environment.

You'll enjoy:

• Freedom to Flex and hybrid working arrangements
• A competitive salary package
• 25% staff discount across all Freedom products including sales prices
• A collaborative and supportive team culture
• Opportunities to make a genuine impact across the business
• A workplace where initiative and accountability are valued
• Modern and convenient North Ryde office location within walking distance to public transport and Metro services

What You'll Be Working On

As a Customer Resolutions & Compliance Specialist, you'll play a key role in managing escalated customer matters and supporting the business in delivering fair, compliant and customer-focused outcomes.

Working closely with Customer Care and key stakeholders across the business, you'll be responsible for reviewing complex cases, navigating compliance obligations and representing the business in tribunal-related matters where required.

Your responsibilities will include:

• Reviewing and managing escalated customer complaints and complex resolutions
• Responding to and actioning matters raised through governing bodies and external agencies
• Managing tribunal matters and attending tribunal sessions where required
• Reviewing warranty claims in line with Australian Consumer Law (ACL) guidelines and compliance standards
• Supporting investigations relating to customer incidents and personal injury matters
• Partnering closely with Customer Care teams to achieve positive customer outcomes
• Providing feedback, insights and recommendations to senior leaders on trends and risk areas
• Ensuring all case management and resolutions are handled professionally, consistently and compliantly
• Contributing to continuous improvement initiatives across customer resolution processes and practices

Experience That Would Suit The Role

• Previous experience in customer resolutions, complaints handling, compliance or case management
• Strong understanding of Australian Consumer Law (ACL) and customer compliance obligations
• Experience managing escalated customer matters with professionalism and empathy
• Confidence communicating with a range of stakeholders, including customers, internal leaders and external governing bodies
• Ability to manage competing priorities in a fast-paced environment
• Strong written and verbal communication skills
• High attention to detail and strong documentation capability
• Solutions-focused mindset with sound judgement and decision-making ability
• Experience attending tribunal matters or handling regulatory complaints will be highly regarded

How To Apply

We're excited to grow our team and would love to learn more about you. Click the apply button and submit your application along with your resume to take the first step in joining Freedom.

Have a voice, make an impact, and find your seat at Freedom.