Job Description
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About the role
/n 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. /n /n 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. /n /n 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. /n /n What you'll be doing: /n Complex Case Management /n
· Manage complex and escalated customer matters involving technical, legal, safety, financial or reputational risk. /n
· Assess customer cases and determine appropriate investigation, escalation and resolution pathways. /n
· Coordinate the resolution of legal claims relating to alleged vehicle faults. /n
· Manage executive referrals and other elevated customer matters. /n
· Prepare and maintain accurate case records, correspondence and supporting documentation. /n
· Support settlements and agreed outcomes in accordance with company policy and delegated authority. /n /n Technical Investigation /n
· Conduct or coordinate investigations into alleged vehicle faults, including matters involving property damage or personal injury. /n




· Conduct or coordinate vehicle accident and fire investigations. /n
· Review vehicle history, service, warranty, repair, build and other technical information. /n
· Analyse evidence from customers, dealers, suppliers, insurers and other stakeholders. /n
· Provide transparent technical advice and recommendations to support customer, legal, tribunal and internal decisions. /n
· Refer emerging product or technical issues to the appropriate Ford business function. /n /n Legal, Tribunal and Police Support /n
· Support Ford Legal with litigation claims and other legally escalated matters. /n
· Prepare technical summaries, investigation findings, vehicle information and supporting evidence. /n
· Prepare technical statements and information required to support expert evidence and police enquiries. /n
· Provide technical input at Small Claims Tribunal and other consumer tribunal matters. /n
· Support Ford representatives at tribunal conciliations, mediations and hearings, including interstate travel where required. /n
· Ensure relevant documents and evidence are accurate, complete and available within required timeframes. /n /n Australian Consumer Law and Compliance /n
· Manage or support the Australian Consumer Law Mandatory Reporting Process. /n
· Identify matters requiring regulatory,



safety or legal escalation. /n
· Maintain appropriate records of regulatory assessments, reports and outcomes. /n
· Support responses to government departments, regulators and other authorised bodies. /n
· Ensure matters are managed in accordance with legislation, company policies and delegated authorities. /n /n Stakeholder Management and Continuous Improvement /n
· Liaise with Ford Legal, Government Affairs, Public Affairs, Customer Experience, Product Development, Manufacturing, suppliers, dealers, insurers and customers. /n
· Provide guidance to Customer Liaison Advisors and contact-centre teams on complex technical or legal matters. /n
· Communicate case status, risks and recommendations to the Customer Liaison Manager and other stakeholders. /n
· Identify recurring customer, product or process issues and recommend improvements. /n
· Contribute to reporting on complex cases, legal exposure, technical trends and customer outcomes. /n
· Provide day-to-day direction, coaching and support to the Customer Liaison Analyst and Customer Liaison Advisor. /n
· Allocate and prioritise work to support the timely progression of customer, legal and tribunal matters. /n
· Review work quality and support consistent case-management practices. /n
· Escalate significant performance, conduct, workload or resourcing matters to the line Manager /n General Responsibilities /n
· Maintain confidentiality when handling sensitive customer, legal, technical and commercial information. /n
· Maintain accurate records using relevant systems and technology. /n
· Maintain knowledge of Ford products, vehicle systems, dealer

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