Legal Customer Support Partner

About us
  
Join us during an exciting period of growth in an agile, fast‑moving and commercially grounded environment, shaped by pragmatic decision‑making, strong leadership alignment and people practices that enable sustainable growth.
  
The organisation also reflects a family‑office ethos — thoughtful and compassionate leadership, deep trust, high employee engagement, and a culture built on integrity, discretion and meaningful impact. Our work is purpose‑led and values‑aligned, delivering outcomes that benefit people, communities and the planet.
About the Role

The Legal Customer Support Partner is a key member of the Customer Assist team, supporting the management of customer hardship, disputes, complaints, legal matters and recovery processes. Working closely with Customer Support Partners, Team Leaders and external legal stakeholders, you will assist with case administration, legal documentation, investigations and compliance activities to ensure customer matters are managed efficiently, accurately and in accordance with legislative and organisational requirements.
This role plays an important part in delivering fair, sustainable and customer-focused outcomes while maintaining high standards of professionalism, confidentiality and attention to detail.
Key Responsibilities

Legal & Case Administration

• Prepare, review and manage legal correspondence, notices and documentation.
• Maintain accurate case files, records and audit trails.
• Monitor workflows, deadlines, court dates and action items.
• Support the progression of disputes, complaints and legal matters.

Customer Assist Support

• Assist Customer Support Partners with complex customer matters, disputes and escalations.
• Review customer accounts, supporting documentation and system records.
• Liaise with customers, authorised representatives, solicitors, courts and external stakeholders.
• Obtain and coordinate information required for investigations and legal processes.

Compliance & Risk Management

• Ensure all documentation and case management activities meet legal, privacy and regulatory requirements.
• Identify and escalate high-risk, complex or sensitive matters.
• Support quality assurance and continuous improvement initiatives.
• Maintain confidentiality and always protect customer and client information.

What We’re Looking For

• Experience in a Legal Assistant, Paralegal or legal administration role.
• Strong written communication and document preparation skills.
• Excellent attention to detail and organisational skills.
• Ability to manage multiple priorities and meet deadlines.
• Sound understanding of confidentiality, privacy and compliance obligations.
• Strong stakeholder management and customer service skills.
• Proficiency in Microsoft 365 and case management systems.
• Ability to work collaboratively in a fast-paced, customer-focused environment. 

What You’ll Gain

• Competitive salary with a performance-based bonus structure
• Opportunities to positively impact the lives of everyday Australians
• A structured and engaging training program designed to ensure success in your role
• Career progression opportunities and professional development pathways
• A supportive, non-bureaucratic culture where your ideas for improvement are welcomed
• Great work culture with your success being our priority
• Work-life balance support
• Access to our Employee Assistance Program (EAP)
• Discounts on restaurants, wellness programs, yoga, massages, and more through our employee perks program.
• Monthly wellness day

  
What Sets Us Apart
We’re more than just a workplace – we’re a community. You’ll be supported by leaders who genuinely care about your success, value your ideas, and want to see you grow. Your development matters here, and your contributions help shape the future of our customer experience.