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.
Job Description
As a Customer Service Team Leader, you will be responsible 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. A key aspect of the role involves effective stakeholder engagement, including coordination with external service providers to ensure seamless customer experiences and operational efficiency.
What you'll do
Managing Daily Workflow & Workforce Steering
- 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 (Including External Workforce Vendor)
- Manage relationships with external customer service vendors, ensuring alignment with service standards and SLAs, within allocated budget.
- 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.
What you'll bring
- 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.
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.
