At MMS, we believe in listening to our customers and acting with integrity. This role offers a unique opportunity to shape how we resolve complaints, improve services, and build trust across our brands. Are you passionate about fairness, transparency, and driving meaningful change for customers? McMillan Shakespeare Group (MMS) is seeking a highly skilled and independent Customer Advocate to lead and oversee our Internal Dispute Resolution (IDR) framework across the group. This pivotal role sits within the Transformation Office , ensuring independence from product and operational teams, and works closely with senior leadership and the ELT to enhance customer outcomes and uphold regulatory standards. The Role As our Customer Advocate, you’ll be the voice of fairness and empathy in complaints handling. Act as an independent escalation point for complex or sensitive complaints Ensure compliance with ASIC Regulatory Guide 271 (RG 271) , MMS Complaints Handling Policy, and NDIS Quality & Safeguards recommendations Provide actionable insights to improve customer experience and reduce systemic issues Deliver transparent reporting to the Executive Leadership Team (ELT) and the Board Collaborate across Legal, Compliance, Customer Care, and Product teams to drive change Monitor and report on IDR activity, ensuring regulatory compliance and quality Analyse complaint data to identify root causes and systemic risks Influence service and product design using customer insights Partner with Legal & Compliance to maintain clear boundaries between IDR and EDR Lead group-wide reporting including monthly VOC and quarterly Board updates You will bring: An ability to monitor group-wide IDR activity to ensure compliance with RG 271 timeframes An understanding of NDIS Quality and Safeguarding Framework is not necessary but will be advantageous Experience with complaints systems (e.g., Dynamics 365) and data-driven reporting An ability to drive cross-functional change without direct authority High integrity and confidence to challenge constructively Strong written and verbal skills Proven background in customer advocacy, complaints management and/or regulatory compliance Skilled in identifying systemic issues and driving operational improvements Tertiary qualification in Business, Law, Commerce, or relative work experience Additional certification in regulation, compliance, or dispute resolution (e.g., SOCAP, AFCA) highly regarded but not essential What we can offer you: Novated leasing benefits and discounts 12 weeks paid parental leave and access to our Parents Portal Comprehensive learning and development opportunities to support your career growth Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund Exempt Employee Share Plan Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA and culturally diverse applicants to apply. We embrace hybrid working and welcome conversations about flexibility. Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially. We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work. If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at mmsgrouprecruitment@mmsg.com.au
