AU-VIC-Melbourne

About the role The Senior Customer Liaison Specialist manages complex and escalated customer matters involving alleged vehicle faults, vehicle damage, personal injury, legal claims, tribunal proceedings, executive referrals and regulatory obligations.

The role provides specialist technical and case-management support to Customer Liaison, Ford Legal and other internal and external stakeholders. The position conducts or coordinates vehicle-fault, accident and fire investigations; provides technical input into legal and tribunal matters; supports police enquiries; and manages or supports Australian Consumer Law mandatory reporting requirements.

The role exercises independent judgement, manages sensitive and high-risk matters, and provides recommendations to support timely and appropriate resolution. This is a senior specialist role with direct responsibility for two Customer Liaison team members.

What you'll be doing Complex Case Management

Manage complex and escalated customer matters involving technical, legal, safety, financial or reputational risk.

Assess customer cases and determine appropriate investigation, escalation and resolution pathways.

Coordinate the resolution of legal claims relating to alleged vehicle faults.

Manage executive referrals and other elevated customer matters.

Prepare and maintain accurate case records, correspondence and supporting documentation.

Support settlements and agreed outcomes in accordance with company policy and delegated authority.

Technical Investigation

Conduct or coordinate investigations into alleged vehicle faults, including matters involving property damage or personal injury.





Conduct or coordinate vehicle accident and fire investigations.

Review vehicle history, service, warranty, repair, build and other technical information.

Analyse evidence from customers, dealers, suppliers, insurers and other stakeholders.

Provide transparent technical advice and recommendations to support customer, legal, tribunal and internal decisions.

Refer emerging product or technical issues to the appropriate Ford business function.

Legal, Tribunal and Police Support

Support Ford Legal with litigation claims and other legally escalated matters.

Prepare technical summaries, investigation findings, vehicle information and supporting evidence.

Prepare technical statements and information required to support expert evidence and police enquiries.

Provide technical input at Small Claims Tribunal and other consumer tribunal matters.

Support Ford representatives at tribunal conciliations, mediations and hearings, including interstate travel where required.

Ensure relevant documents and evidence are accurate, complete and available within required timeframes.

Australian Consumer Law and Compliance

Manage or support the Australian Consumer Law Mandatory Reporting Process.

Identify matters requiring regulatory, safety or legal escalation.

Maintain appropriate records of regulatory assessments, reports and outcomes.





Support responses to government departments, regulators and other authorised bodies.

Ensure matters are managed in accordance with legislation, company policies and delegated authorities.

Stakeholder Management and Continuous Improvement

Liaise with Ford Legal, Government Affairs, Public Affairs, Customer Experience, Product Development, Manufacturing, suppliers, dealers, insurers and customers.

Provide guidance to Customer Liaison Advisors and contact-centre teams on complex technical or legal matters.

Communicate case status, risks and recommendations to the Customer Liaison Manager and other stakeholders.

Identify recurring customer, product or process issues and recommend improvements.

Contribute to reporting on complex cases, legal exposure, technical trends and customer outcomes.

Provide day-to-day direction, coaching and support to the Customer Liaison Analyst and Customer Liaison Advisor.

Allocate and prioritise work to support the timely progression of customer, legal and tribunal matters.

Review work quality and support consistent case-management practices.

Escalate significant performance, conduct, workload or resourcing matters to the line Manager

General Responsibilities

Maintain confidentiality when handling sensitive customer, legal, technical and commercial information.

Maintain accurate records using relevant systems and technology.

Maintain knowledge of Ford products, vehicle systems, dealer service processes, warranty processes and relevant legislation.

Comply with company policies, procedures, occupational health and safety requirements.

Undertake

📌 Senior Customer Liaison Specialist (Melbourne)
🏢 Percepta
📍 Melbourne