Senior Customer Service Officer

Posted: 14/11/2025

Closing Date: 12/12/2025

Job Type: Permanent

Location: 24 Muir Road Chullora 2190

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.

As a Senior Customer Service Officer, you will be responsible for taking customer calls and processing requests in relation to automotive finance products while providing a superior customer experience.

This role will be the deputy to the Customer Service Team Leader and will assist with generating and distributing regular reports and dealing with escalated questions and complaints.

What you'll do

• Take inbound call from Volkswagen Financial Services customers about their financial products with us and any other general requests

• Required to make outbound call when a customer follow up has been committed to or further information may need to be gathered to answer a customer query

• Communicate with customers in a professional and friendly manner

• Offer tailored solutions to remedy problems

• Process customer requests efficiently and within set timeframes and SLA

• Have solid knowledge of our terms and conditions, services and products

• Action all customer request and ensure their concerns are addressed and requested documents are provided

• Respond to all customer request within set timeframes and in a professional manner

• Responsible for categorising and allocating team inbox on a daily basis

• Ensure dealer requests are actioned daily

• Monitor the admin inbox to ensure all emails are actioned within set timeframes

• Assist the Customer Service Team Leader with formal complaint received ensuring they are handled within set guidelines

• Handle call escalations from Customer Service Officer

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

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

• Document complaint trends and communicate lessons learnt to the Customer Service Team Leader

• Liaise with dealers and customers as required to resolve issues or obtain necessary information

• Assist the Customer Service Team Leader with ad hoc duties as requested including, flat cancellations, novation agreements, dealer and regional manager requests.

• Assist the Customer Service Team Leader with employee training and call quality monitoring

• Assist the Customer Service Team Leader to develop processes and improvements for the team

• Assist with preparation and distribution of all required reports ensuring trends are monitored and reported regularly

• Manage the Customer Service Team in the absence of the Customer Service Team Leader, ensuring a superior customer service experience is provided at all times

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, APPLY 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.