Customer Experience and Resolutions Officer

Customer Experience and Resolutions Officer

Posted: 05/12/2025

Closing Date: 02/01/2026

Job Type: Permanent

Job Category: Permanent

Volkswagen Financial Services Australia is a leading provider of competitive finance and insurance products to over 1200 retailers across Australia representing automotive brands within the Volkswagen Group including: Audi, ŠKODA, Bentley, Porsche, Ducati and Lamborghini and outside the Volkswagen Group - Jaguar and Land Rover. Nobody does finance better than our team of experts ensuring a positive customer experience at all times.

We believe our employees are key to our success and offer career advancement to grow your career across various divisions. Our people are recognised for their achievements and we have a team culture led by empathetic managers. Our EVP is testament to our continued commitment to retaining our staff and providing a fulfilling experience during their journey with Volkswagen Financial Services Australia. Our core value is integrity and we seek like‑minded individuals to join our thriving business.

Job Description

As a Customer Experience and Resolutions Officer, you will be responsible for all external dispute resolution complaints and will be an escalation point for all internal dispute resolution complaints ensuring exceptional customer service is providing at all times.

This role is also responsible for identifying and implementing customer‑focused practices to ensure we are providing an exceptional customer experience.

What you’ll do?

- Complete appropriate investigations which deliver fair value outcomes to our customers, dealers and business within set timeframes and service level agreements.

- Demonstrate appropriate empathy and sensitivity whilst remaining impartial when managing the end to end process of customer complaints and resolution.

- Act as Volkswagen Financial Services representative to the Australian Financial Complaints Authority (AFCA).

- Act as the first point of escalation for all internal customer complaints ensuring all VWFS policies are followed.

- Actively collaborate with relevant stakeholders to resolve customer complaints in a manner which results in high levels of customer satisfaction.

- Establish and maintain the customer complaints register.

- Review and enhance our customer complaints handling process and ensure that workflows are mapped out and training is provided to employees.

- Ensure all internal policies and procedures relating to customer complaints are followed, adhered to and documented.

- Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.

- Act as a customer experience ambassador and behave in a professional and courteous manner at all times.

- Effectively build working relationships with key stakeholders within the Operations team (Retail Credit, Settlements, Customer Service, Collections).

- Identify Operational Customer Service Challenges and recommend solutions

- Ensure all complaints are acknowledged in a timely manner and customers and stakeholders are kept informed throughout the complaint process

- Acts as an advocate for Customer Satisfaction leading a customer first culture

- Document complaint trends and communicate lessons learnt to the Director of Operations and Volkswagen Financial Services Management team.

- Keep processes under review to ensure that they are serving the interests of providing an exceptional customer experience

- Be able to determine the most effective ways to measure customer satisfaction/customer advocacy, measuring overall 'health' of the service experience at key points in customer processes

- Prepare monthly management reports for updates on all KPIs and targets

- Provide coaching to Team Leaders about employee feedback on call handling and customer service

- Participate in any other projects or complete tasks as requested by the Director of Operations.

What you’ll bring?

- Minimum 3 years’ experience in a similar role focusing on customer service delivery in Contact Centre environments

- Passionate about exceptional customer service and experiences

- Experience in dealing with external dispute resolution specifically with the Australian Financial Complaints Authority (AFCA)

- Previous automotive experience within an Operational role is highly desired

- Experience and established skills in alternative dispute resolution such as mediation or conciliation.

- Excellent written and verbal communication skills

- Experience servicing customers via Telephone, E-Mail, and written correspondence

- Demonstrated ability to conduct evidence based investigations

- Proven ability to handle and effectively resolve customer complaint

- Experience in establishing process improvements and providing training where necessary

- Understanding of Consumer Law in retail or manufacturing industries

- Demonstrates high levels of Emotional Intelligence and ability to modify style of customer experience

- Strong attention to detail and time management skills

- Demonstrates high levels of professionalism

Are you Driven by More?
When you join Volkswagen Financial Services Australia you become part of a professional and dynamic team structure that is the foundation for the company’s current and future success. You will also be offered a competitive salary, the chance to contribute to our success and the opportunity to grow your career within a global brand.

If you meet the above criteria and would like to join our team, clickAPPLY NOW

Volkswagen Financial Services Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds.

To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.

Successful applicants will be required to complete background checks through our external provider as a condition of employment.

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