Warranty Case Consultant - Government & Defence

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Global Logistics provides sophisticated supply chain solutions, from end-to-end or part solutions, warehousing and distribution to dedicated transport solutions, across the globe and to some of the most remote corners of the world.

Government & Defence provides specialised logistics expertise, including relocation services. We work with clients at all levels of government to deliver an extremely diverse range of logistics solutions - from the distribution of healthcare products, managing the relocation of their employees, delivering fleets of government vehicles, through to helicopter rescue services.

The Opportunity

We have an exciting new opportunity for a Warranty Case Consultant to join our Government & Defence team in Brisbane. The Warranty Case Consultant manages loss and damage notices and claims for ADF members, corporate clients, and government customers.

The role focuses on supporting customers through the claims process, investigating claims, determining outcomes in line with warranty schemes and business requirements, and delivering exceptional customer service and service recovery. This is a great opportunity for someone who enjoys problem solving, building relationships, and helping customers navigate challenging situations.

As a Warranty Case Consultant, you will:

• •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 while maintaining empathy and a customer-focused approach.
• •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.

About You:

• •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 professionally manage difficult customer conversations and support customers through challenging situations.
• •Ability to manage high workloads and perform under pressure.
• •Strong attention to detail and organisational skills.
• •Competent with Microsoft Office (Outlook, Word, and Excel).
• •Ability to learn new systems, processes, and business requirements quickly.
• •Current and valid driver's licence.
• •Customer-first mindset.
• •Resilient and adaptable.
• •High integrity and accountability.
• •Demonstrates a positive attitude, strong work ethic, and willingness to learn and support others.
• •Professional, empathetic and solutions focused.

Previous experience in claims, warranty, logistics or case management environments will be highly regarded but is not essential. We welcome applications from candidates with strong customer service backgrounds who can demonstrate resilience, sound judgement and the ability to confidently manage customer interactions, as the technical aspects of the role can be taught.

What We Offer:

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

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

To find out more about us visit www.careers.tollgroup.com

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.