Customer Experience Consultant

2 weeks ago

Winnellie, Northern Territory, Australia Darwin Motor Group Full time $60,000 - $90,000 per year
Customer Experience Consultant (Maternity Leave Cover)

Darwin Motor Group | Full-Time | Darwin, NT

Join one of the Northern Territory's leading automotive groups and play a key role in delivering outstanding customer experiences across our dealership network.

At Darwin Motor Group, we pride ourselves on exceptional service, professionalism, and a team culture built on respect and integrity.

We're seeking a Customer Experience Consultant to cover a maternity leave position, with a possibility of ongoing employment for the right candidate - and the opportunity to make a lasting impact and potentially grow within the business.


About the Role

The Customer Experience Consultant coordinates dealership efforts to enhance the overall customer journey.

You'll work across operational, analytical, and strategic areas to ensure our Service and Sales Departments meet — and exceed — manufacturer customer satisfaction targets.

This role manages the collection, collation, and analysis of customer feedback, oversees complaint handling, and supports continuous improvement initiatives that drive retention, loyalty, and excellence.


Key Responsibilities
  • Maintain a register of customer complaints and issues.
  • Manage and resolve customer conflicts, supporting dealer management and staff.
  • Action, record, and respond to all customer feedback promptly and professionally.
  • Assist all Sales Managers to achieve Sales CSI/NPS targets.
  • Develop and implement customer retention strategies for the Service Department.
  • Analyse customer data to identify key customer experience areas for improvement.
  • Develop departmental action plans and work with Department Managers to improve processes and procedures to enhance CSI results.
  • Investigate recurring concerns, identify root causes, and implement measurable corrective actions.
  • Present monthly customer feedback, CSI data, and recommendations to the Senior Management team across all brands.
  • Manage dealer customer records and data integrity programs.
  • Demonstrate a strong understanding of manufacturer CSI KPIs and booking processes.

  • Conduct post-service and post-sale follow-ups:

  • 24-hour phone call follow-up

  • Email or SMS follow-up for uncontactable customers
  • Raise Concern Resolution Reports (CRRs) and provide weekly summaries with analysis and corrective actions.
  • Assist Service Advisors with bookings, quotations, and customer authorisations.
  • Manage daily "no show" actions and review open repair orders over 21 days.
  • Support communication, training compliance, and recall process adherence.
  • Maintain professional presentation and uphold safety standards.

About You
  • Strong interpersonal and conflict resolution skills
  • Excellent communication, organisation, and attention to detail
  • Previous experience in a dealership or customer service role (automotive preferred)
  • Ability to analyse feedback and identify improvement opportunities
  • Proactive, enthusiastic, and customer-first mindset

Why Join Us
  • Work with a respected, long-standing NT automotive group
  • Supportive and inclusive team environment
  • Professional development opportunities
  • Opportunity to make a meaningful impact and possibly continue your career with us

Apply Now

If you're passionate about creating exceptional customer experiences and thrive in a fast-paced, people-focused environment — we'd love to hear from you

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