Customer Relations Manager

Overview

Thomson Automotive - your local dealer for Ford, Kia, Hyundai & Nissan - is looking for a friendly and motivated Customer Relations Manager to join our dynamic Service Department.

Responsibilities will include, but will not be limited to:

- Manage all customer communications - bookings, reminders, and follow-ups.

- Handle complaints, feedback, and survey responses to improve CSI.

- Schedule and confirm service appointments across all franchises.

- Balance workshop load and coordinate with service advisors and parts.

- Maintain accurate customer data in DMS/CRM systems.

- Run retention campaigns and service reminders (email/SMS/phone).

- Monitor customer retention, no-shows, and satisfaction KPIs.

- Prepare daily and monthly CRM performance reports.

- Support team training on customer service and data handling.

- Liaise with OEM CRM programs and align on dealer campaigns.

- Audit customer records for accuracy and privacy compliance.

- Assist management with CSI targets, retention strategies, and audits.

- Ensure consistent customer experience across all brands.

To be considered

- Customer-focused - genuinely enjoys helping people and solving problems.

- Excellent communicator - clear, professional, and polite both over the phone and in writing.

- Highly organised - able to juggle multiple bookings, follow-ups, and schedules without losing track.

- Calm under pressure - can handle busy periods or difficult customers without getting flustered.

- Team player - works well with service advisors, technicians, and management.

- Proactive and driven - takes initiative, spots opportunities to improve processes, and follows through without needing to be asked.

You'll be part of a close-knit team of three bubbly and supportive team members, working in a fast-paced, customer-focused environment where no two days are the same.

We can offer you

- Big Dealership, Big Opportunities - Join a well-established, multi-franchise group with high volume and real room to grow.

- Supportive Team Culture - Be part of a friendly, experienced team that values your success and provides ongoing coaching.

- Professional Development - Build your career with training, upskilling, and clear pathways into senior roles across brands.

- Strong Operational Support - Work efficiently with modern systems, in-house workshop control, and streamlined processes.

- Job Stability & Growth - Enjoy steady work, franchise backing, and internal promotion opportunities across departments.

If you love talking to people, staying organised, and being part of a growing multi-franchise dealership, we'd love to hear from you.

This is the perfect opportunity for someone with a passion for great service, strong attention to detail, and a warm personality to thrive in a team that values collaboration and a bit of fun at work.

APPLY NOW through our online application form.

Please Quote Reference Number 13958

Application details

Please Complete the Details in our Form Below

* First Name

* Last Name

* eMail

* Daytime Tel

* CV

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Cover File

* Where did you find this vacancy? Adzuna, CareerOne, Jora, NetYourJob, Seek, Workforce Australia, Other

Complete this Additional Questionnaire:

(Q1) Which of the following statements best describes your right to work in Australia?

* (Answer 1)

(Q2) How would you rate your English language skills?

* (Answer 2) Limited proficiency, Professional working proficiency, Native or Bilingual proficiency

(Q3) How many years experience do you have in a customer service role?

* (Answer 3)

(Q4) How would you rate your computer skills?

* (Answer 4) Beginner, Intermediate, Experienced

(Q5) What is your expected annual salary?

* (Answer 5)

(Q6) Where are you currently living?

* (Answer 6)

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