Group Services Legal works with the Group's business units and their support functions to help achieve their strategic goals and priorities through the provision of expert, commercially focused legal advice. The Group Services Legal team is comprised of Disputes Legal, Employment Legal, and Regulatory Legal and is part of Legal & Group Secretariat (L&GS).
You will be working in the Customer Disputes team which supports key internal stakeholders on legal risk regarding disputes with customers. Working closely with colleagues across Group Legal and other business units/support units in relation to engagement with relevant regulators and matters relating to governance, customers and products. In particular, you will work closely with Group Customer Relations as a key internal stakeholder on complex and sensitive customer dispute matters.
Your work will involve balancing complex legal issues with finding appropriate and balanced customer outcomes. Central to our approach to these situations is engaging both customers and stakeholders with empathy, recognising challenging moments and experiences for everyone involved and working constructively with our customers and stakeholders to resolve matters. You will have the opportunity to deliver outcomes to stakeholders and meaningful resolution to customers.
Litigation and dispute resolution is a last resort, however, when we become involved in such disputes, we apply the Model Litigant Principles and work to resolve the dispute.
Key responsibilities
* Advising in relation to complex customer complaints including in relation to product disputes and scams.
* Engaging with customers with sensitivity and in a considered, timely and supportive manner where needed to deliver balanced and appropriate resolution.
* Working as a senior member of the Group Services Legal team advising on and taking carriage of advisory matters.
* Building strong relationships with stakeholders across the business units, support units, Group Legal, to facilitate engagement in key matters and to enable robust legal support on key issues.
* Identifying opportunities to simplify relevant frameworks, policies and processes to optimise effectiveness and efficiency and contributing to lessons learnt and communicating to relevant stakeholders.
Qualifications
* Relevant legal qualifications e.g. Bachelor of Laws
* Current NSW practising certificate
* Relevant experience in providing advice in customer complaints and dispute resolution
* Relevant private practice or regulatory experience highly regarded
* 10+ years relevant post admission experience.
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