Senior Customer Liaison Specialist
Core
Manages complex escalated customer matters involving vehicle faults, damage, personal injury, and legal claims, providing technical and case-management support to resolve high-risk issues.
Role type
Senior Customer Liaison Specialist (Technical Investigation & Legal Support)
Builds
Resolutions for complex vehicle fault, accident, and fire investigations; supports legal claims and tribunal proceedings.
Domain
Automotive industry + Legal/Claims/Tribunal domain
Deliverable
client delivery
Required skills
Technical vehicle systems knowledge, investigation coordination, legal claims management, Australian Consumer Law compliance, stakeholder management, independent judgement
Preferred skills
Automotive engineering qualification, experience in warranty claims, tribunal processes, insurance matters
Technologies
Case-management systems, Microsoft Office
Responsibilities
Conduct or coordinate vehicle fault, accident, and fire investigations; manage executive referrals and escalated customer matters; support Ford Legal with litigation claims and tribunal matters; prepare technical summaries and evidence for police enquiries; provide guidance and direction to Customer Liaison team members.
Seniority
Senior, hands-on IC with team leadership