Retention Team Leader

3 days ago

Chullora, Australia VW Finance Full time

**Hybrid Way of Working - Work/Life Flexibility**:

- **Highly Competitive Salary Package**:

- **Fantastic benefits**

**About Us**
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 are offered promotional opportunities on a meritocracy basis within a collegiate environment and supportive 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 (VWFS). **Our core value is integrity and we seek like-minded individuals to join our thriving business.

**Our Benefits**:12% superannuation, generous bonus scheme attracting our standard superannuation rate, five weeks loyalty annual leave program, access to subsidised vehicle lease program, birthday leave, gym membership, free onsite parking and more.

**Your New Role**:
**Your responsibilities include the following but are not limited to**:
**Manage Workflow**:

- Assist in providing finance quotes to existing or new customers
- Contribute to meeting and exceeding agreed team targets and objectives
- Monitor team performance standards and targets to meet agreed business objectives
- Managing escalations of customer complaints
- Assist in providing and compiling monthly reporting to the Retention Manager

**Managing Team**:

- Provides ongoing training, support and coaching
- Effectively deal with employee concerns and issues if/when they arise
- Assist in monthly performance appraisals of employees and recommend development programs
- Monitoring call quality
- Drive team engagement

**Reviewing/Improving Process**:

- Identifying opportunities to help retain VWFS customers by understanding their needs and adding value to the relationship
- Look at ways to improve department performance by reviewing and enhancing processes
- Preparing and updating manuals which document processes
- Encourage positive working relationships with all departments within VWFS

**In order to be successful in this role**:

- A minimum of 3 years' experience in a Retention or a Customer Service role
- A minimum of 2 years' demonstrated leadership skills
- Strong relationship building and influencing skills
- Demonstrated self-motivation and resilience
- An ability to identify and develop alternative solutions
- Excellent negotiation and communication skills
- Intermediate Microsoft Suite Skills
- NCCP / Automotive Finance Experience Desirable

**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 click **APPLY NOW

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