Customer Service Team Lead/Senior Specialist (Automotive/OEM)

Why This Role:Geely Australia are seeking an experienced, motivated and driven Customer Relations Lead with a passion for delivering premium customer experiences and expertise in leadership, contact centre management, customer escalations, outbound customer engagement, stakeholder management and continuous improvement.As the Customer Relations Lead at Geely Australia, you will lead and mentor the Customer Relations team ensuring the delivery of premium customer experiences alignment to regulatory requirements, manufacturer standards whilst ensuring performance expectations are met. Key responsibilities:• Lead and mentor the Customer Relations team ensuring the delivery of premium customer experiences alignment to regulatory requirements, manufacturer standards whilst ensuring performance expectations are met. • Lead the Customer Relations Department with the establishment of case management platforms, procedures, campaigns and policies ensuring alignment with the manufacturers strategic direction and standards, ensuring consistent application across the organization including business partners.• Analysing customer behaviour and its impact on business outcomes to refine strategies and continuously improve customer engagement and retention.• Respond, action and resolve customer enquiries or complaints in a timely, accurate and premium manner. Identifying at-risk customers and creating strategies to win them back as brand ambassadors.• Handling and attendance of regulatory cases complying with requirements, manufacturer standards with the support of the Legal Department.• Develop & implement customer strategic initiatives through collaboration with the internal key stakeholders and business partners to achieve a positive brand experience ensuring customer satisfaction and engagement.• Develop targeted strategies and processes to drive customer communication opportunities linking outbound interactions to sales offers, seasonal campaigns, dealer marketing events to drive business growth opportunities.• Ensure customer data accuracy and management through quality measures in accordance with laws, regulations, policies, procedures and guidelines.• Cultivate a customer centric and focused team culture whilst seeking improvement opportunities through ongoing monitoring & analysis of key performance indicators (KPIs). Provide feedback and improvement recommendations to key stakeholders to grow customer and dealer reputational excellence.• Provide detailed analysis and reporting of all customer experience related opportunities, costs, programs and business measures to ensure financial, product or operational risks are mitigated.• Undertake duties or contribute to projects that are related to the Company's business operations, including but not limited to providing leadership or support as reasonably required and consistent with the responsibilities of the role. Job Requirements:Minimum of 5 years Customer Service Call Centre working experience or similar with Automotive experience desirableLeadership and/or Management ExperienceStrategic Business Growth Projects ExperienceStrong communication, influencing and negotiation skills with a passion for the delivery of premium customer experiencesCompetence and experience with customer case management and associated IT platformsIn-depth understanding of the Consumer Guarantee and the Privacy ActTeam player with a collaborative and proactive approach to problem-solvingStrong multitasking, time management/planning and organising skills to meet deadlinesProficiency with MS Office and confidence across digital platforms.