Customer Service Operations Manager

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. Our employees are key to our success and we offer career advancement to grow your career across various divisions. We have a team culture led by empathetic managers.

We believe in recognising our people's achievements and seek like-minded individuals to join our thriving business. Our core value is integrity.

Job Description

As a Customer Service Team Leader, you will be responsible for leading a team of customer service representatives, managing daily operations, and driving performance across key service metrics to optimise the service delivery to customers. The Team Leader will foster a culture of excellence, accountability, and continuous improvement, while ensuring compliance with internal policies and regulatory requirements.

Responsibilities:

• Lead and coordinate daily team activities to meet SLAs.
• Manage workload distribution, ensuring adequate coverage and responsiveness.
• Provide coaching, guidance, and handle escalations.
• Participate in phone and enquiry handling when needed.

Quality Management:

• Maintain quality assurance processes to maintain high service standards.
• Conduct performance reviews and call quality audits.
• Provide constructive feedback and support with routine meetings and training initiatives with the team.
• Maintain effective work instruction documentation in accordance with relevant policies and compliance obligations.

Continuous Improvement:

• Identify and manage implementation of process enhancements to improve customer satisfaction, operational efficiency and productivity.
• Analyse service data and customer feedback to inform innovation and a service excellence agenda.
• Collaborate with internal teams to streamline workflows and remove bottlenecks.
• Act as lead & champion of initiatives and adoption of broader VWFSA projects, to ensure successful integration into service delivery.
• Manage and train the team to deal with the more difficult and complex queries and cases.

Stakeholder Management:

• Manage relationships with external customer service vendors, ensuring alignment with service standards and SLAs.
• Coordinate vendor performance monitoring against KPIs and ensure contractual compliance.
• Liaise with internal stakeholders to support cross-functional initiatives and resolve service issues.
• Be the main contact point for Dealer and Regional Manager escalations.

Reporting:

• Prepare and deliver regular reports on team performance, customer satisfaction, and operational metrics.
• Track KPIs and service trends to inform decision-making and strategic planning.
• Support compliance and regulatory reporting requirements.

Requirements:

• Tertiary qualifications in finance or business (desirable).
• 2+ years' experience in an inbound call centre environment with a strong customer service focus.
• Project or change co-ordination experience (desirable).
• Experience in Financial Services or Automotive (preferred).
• Proven leadership and team development skills.
• Strong negotiation and influencing and communication skills.
• Creative problem-solving and process improvement capability.

Benefits:

We offer a competitive salary and the chance to contribute to our success. You will also have the opportunity to grow your career within a global brand.

Contact Us:

To apply for this role, please submit your application through our website.