Warranty Case Consultant - Government & Defence

About the role

Toll Group's Global Logistics division offers supply chain solutions, and its Government & Defence team provides specialised logistics expertise, including relocation services, to clients at all levels of government. Toll is looking for a Warranty Case Consultant to join this team in Brisbane. The role manages loss and damage notices and claims for ADF members, corporate clients and government customers, supporting them through the claims process, investigating claims, determining outcomes in line with warranty schemes and business requirements, and delivering customer service and service recovery.

Key responsibilities

• Manage and assess loss and damage claims from start to finish.
• Investigate claims, gather evidence and make informed decisions.
• Communicate claim outcomes clearly and professionally, with empathy and a customer focus.
• Coordinate with third-party suppliers and service providers to resolve customer issues.
• Manage claim workloads and meet KPI targets.
• Maintain accurate records and documentation.
• Contribute to continuous improvement initiatives and support business projects when required.

Required profile

• At least 1 year of customer service experience.
• Experience in hospitality, retail, contact centres, removals, logistics or other customer-facing environments.
• Strong communication, problem-solving and decision-making skills.
• Ability to handle difficult customer conversations and high workloads under pressure.
• Attention to detail, organisational skills and a customer-first mindset.
• Current and valid driver's licence.
• Resilient, adaptable, with high integrity and accountability.
• Must be entitled to work in Australia and able to undergo pre-employment checks including a criminal history check and medical.

Required skills

• Competent with Microsoft Office (Outlook, Word and Excel).
• Ability to learn new systems, processes and business requirements quickly.
• Claims, warranty, logistics or case management experience is highly regarded but not essential.

What we offer

• Market competitive salary.
• Hybrid work arrangements, with the office in Brisbane on Edward Street.
• A positive, tight-knit team and collaborative environment.
• Opportunities for professional growth and development.