This isn't a desk job where nothing changes

Every week at Westpoint, thousands of customers buy, finance and service cars across multiple sites and brands and we are also one of Brisbane's largest used car operations. Most of the time it goes smoothly. When it doesn't, we need someone sharp, fair and unflappable to step in and fix it.

That's you.

You'll take over the tough matters: the escalated complaint, the warranty dispute, the customer who's about to walk. You'll dig into the facts, work out what's fair, negotiate a deal and, more often than not, turn an unhappy customer into a loyal one. When a matter does go to QCAT, you'll be the one standing up for us.

You'll have the backing of senior leadership and the authority to actually resolve things. No endless sign-offs.

And it fits around your life

Roughly 9:15am to 2:45pm, Monday to Friday. School drop-off, school pick-up, a career that uses your brain.

If you've stepped away from work for a few years and you're ready to get back into something with substance, we built this role for you. A gap on your resume doesn't worry us. What you can do does.

What you'll be doing

Fix it

- Own escalated complaints from first call to final outcome
- Investigate properly, from service records and warranty history to contracts and finance paperwork
- Work out where the customer stands, and where we stand, under the Australian Consumer Law
- Negotiate outcomes that are fair, commercially smart and keep customers coming back

Settle it

- Draft settlement offers, deeds of release and terms of settlement
- Prepare and file QCAT applications, responses and evidence
- Represent the business at QCAT conferences,



mediations and hearings
- Handle Office of Fair Trading complaints and ACCC enquiries

Stop it happening again

- Work across dealer principals, sales, service, finance and aftersales
- Deal directly with manufacturers, financiers, insurers and our lawyers
- Track trends and report on what's costing us and why
- Recommend the changes that cut complaints off at the source

What we're looking for The must-haves

- A background in complaints, dispute resolution, legal or paralegal work. Recent experience or pre-career-break both count.
- A solid handle on the Australian Consumer Law
- Strong writing. Explicit, persuasive and backed by evidence.
- A cool head in a hard conversation, with genuine empathy
- The organisation to juggle several matters and deadlines without dropping one

The bonus points

- Law or paralegal qualifications
- QCAT, Office of Fair Trading or ACCC experience
- Motor industry knowledge, including warranties, servicing and the Motor Dealers and Chattel Auctioneers Act 2014 (Qld)
- Mediation training
- Dealer management or CRM systems

Don't know cars? Don't stress. We'll teach you the industry. We can't teach judgement.

Why Westpoint

- Family owned since 1988, and we still act like it
- Hours that work for your family, not against it
- A role with real responsibility and visibility to leadership
- A business that recognises and rewards people who get things done
- Staff discounts on vehicles, servicing and parts

Ready? Hit Apply and send your resume with a few lines about why this role suits you. If you've had a break, don't apologise for it. Tell us what you're ready to take on.

📌 Customer Resolution Officer (Indooroopilly)
🏢 Westpoint Autos
📍 Indooroopilly