Case Management Consultant

2 days ago

Altona North, Australia Toyota Full time

Oh what a feeling

We are so much more than just the sum of our parts. Our strength comes from working together, sharing ideas to always find new ways to progress. Together, we are Toyota.

At Toyota we celebrate individual differences, and we strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential. Afterall, our people are our greatest assets. We do this through employee community engagement, mentorship, development and recognition programs and our annual Women’s Conference.

Together, we are Toyota.

Toyota Motor Corporation Australia is well-recognised for offering:

  • Fully maintained motor vehicle excluding fuel and including insurance.

  • 14% superannuation with subsidised income protection, life and total disability insurance.

  • Annual contribution to your private health insurance worth over $1800.

  • Significant family vehicle lease and purchase discounts.

  • Wellness facilities – free onsite gym, end of trip facilities.

  • Free car parking and discounted onsite café.

  • Free onsite primary school holiday program.

  • 10 days paid domestic and family violence leave.

  • Genuine career development: promotions, rotations, study assistance, paid study leave and paid professional membership.

  • Paid volunteer days to support your community and matched giving program.

  • 16 weeks paid primary carers leave, 4 weeks paid parental leave for secondary carers and superannuation paid on unpaid parental leave.

What you’ll contribute to

An excellent opportunity has come up for a Case Management Consultant to join our Quality & Service division in a Max Term role until 9th May 2025.

The role is part of the Quality and Service division which is responsible for planning, coordination, and execution of customer first activities including customer support, service operation foundations and training, in-field product performance and support, warranty, quality planning and engineering to retain customers for life through optimized experiences, services and products to grow the market, contribute to profitability objectives and strengthen the Toyota brand.

The Toyota Case Management Consultant is primarily responsible for end-to-end case management on behalf of the Customer, Dealer and Business. This is done by investigating and resolving complaints in a timely and efficient manner and in accordance with requirements of Australian Consumer Law, ACC Enforceable Undertakings (if any), Toyota Warranty and Toyota Recall Notices in order to ensure compliance and Customer Assistance Centre (CAC) objectives and increase Customer satisfaction.

In this role you need to be self-motivated and have an innovative approach to problem solving, investigating complaints and providing solutions to our customers.

This role is based in Altona North with flexible work arrangements on offer.

 

How you’ll make an impact

  • Conduct end to end management of all Customer cases escalated from the CAC – Customer Assistance Centre First Contact Resolution team including, simple complaints, complex complaints, and serious case management. Make informed decisions and recommend countermeasures, in line with appropriate policies and procedures, to ensure timely and efficient case resolution and customer satisfaction. Escalate issues where required.

  • Liaise directly with all required Stakeholders to find a resolution that satisfies all parties in a timely and efficient manner.

  • Collaborate closely with dealers to facilitate the early identification and resolution of issues to reach an agreed customer outcome.

  • Implement agreed Customer Assistance Centre processes and procedures consistent with set policies to achieve CAC objectives.

  • Conduct accurate case management practices and provide timely information to the customer via all customer channels including inbound/outbound calls, email, webmail and letter and key stakeholders to ensure consistent communication, information and customer service standards are provided.

Your attributes – If you’ve got one or more, we’d love to hear from you

  • Degree qualification or equivalent experience in a similar role.

  • Experience in customer service, complaints handling, investigations and conflict resolution.

  • Ability to manage stakeholders and negotiate outcomes in a complex environment.

  • Excellent verbal and written communication skills.

If you don’t see yourself fully reflective in every job requirement listed above, we still encourage you to reach out and apply. Research has shown that some people don’t apply when they don’t feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation and life experiences to apply. We look forward to receiving your application.

Make your impossible, possible & apply today Applications close 2nd October 2024

You’re welcome to find out more by visiting our careers page: www.toyota.com.au/careers.

We are happy to adjust the recruitment process for your accessibility requirements, so please let us know during the recruitment process if there are any reasonable adjustments you may need during the interview process and your preferred type of communication, and we will be in touch to discuss your requirements.

Toyota is an endorsed employer for all women; check out our benefits directly at WORK180.

We don’t require a cover letter or selection criteria to be addressed.

Come with us and help create the future.

Primary Location

Altona North - 494 Grieve Parade

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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