BYD National Customer Resolutions Manager

Eagers Automotive; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

BYD | EV Dealer Group is seeking a National Customer Resolutions Manager to lead complex escalations, partnering with technical, legal, product, and operations teams to deliver compliant resolutions and drive improvements in the customer journey.

The role focuses on safeguarding brand reputation, identifying trends, and reporting insights to the COO, with a strong emphasis on consumer law and industry standards across Australia.

Qualifications

• Senior customer service or complaints resolution experience.
• Proven track record managing escalated issues in complex/regulatory environments.
• Experience cross-functionally with legal, product, technical and service teams.
• Ability to use data and insights to inform improvements.
• Proven ability to influence executive stakeholders.
• Strong knowledge of regulatory frameworks and consumer law compliance.

Responsibilities

• Own and manage resolution of complex and escalated customer complaints across product, service, and delivery channels.
• Collaborate with internal departments (technical, legal, aftersales, product, etc.) to investigate and resolve customer concerns swiftly and effectively.
• Develop and implement escalation management frameworks and protocols.
• Monitor trends to identify root causes and work with relevant departments to implement corrective actions.
• Act as a customer advocate at the executive level, providing insight and recommendations to the COO and leadership team.
• Report monthly and quarterly KPIs, customer sentiment analysis, and resolution effectiveness to the COO.
• Ensure compliance with consumer law, industry standards, and company policies in all resolution processes.

Skills

Senior customer service

Complaints resolution

Customer experience

Cross-functional collaboration

Data-driven decisions

Stakeholder management

Regulatory compliance

Job description

BYD National Customer Resolutions Manager

BYD National Customer Resolutions Manager
BYD | EV Dealer Group is at the forefront of Australia's electric vehicle revolution, representing one of the world's fastest-growing automotive brands.We are seeking an experienced and customer-focused National Customer Resolutions Manager to join our team. This is a unique opportunity to play a critical role in protecting and enhancing the customer experience, acting as the highest point of escalation for complex customer concerns while driving meaningful improvements across the business.

Reporting to the EVDealer Group Chief Operating Officer, you will be responsible for managing escalated and high-profile customer complaints and developing robust resolution strategies that strengthen customer trust, brand reputation, and operational excellence.

About the Role

As the EVDealer Group National Customer Resolutions Manager, you will take ownership of complex and escalated customer matters across product, service and delivery channels. Working closely with technical, aftersales, legal, product and operational teams, you will ensure resolutions are delivered professionally, efficiently and in accordance with consumer law and business standards.
You will also play a key strategic role in identifying trends, uncovering root causes, and partnering with stakeholders to implement improvements that enhance the overall customer journey.

Key Responsibilities

• Own and manage the resolution of complex and escalated customer complaints across product, service, and delivery channels.
• Collaborate with internal departments (technical, legal, aftersales, product, etc.) to investigate and resolve customer concerns swiftly and effectively.
• Develop and implement escalation management frameworks and protocols.
• Monitor trends in complaints to identify root causes and work with relevant departments to implement corrective actions.
• Act as a customer advocate at the executive level, providing insight and recommendations to the COO and leadership team.
• Report monthly and quarterly KPIs, customer sentiment analysis, and resolution effectiveness to the COO.
• Ensure compliance with consumer law, industry standards, and company policies in all resolution processes.

About You

• Prior experience in a senior customer service, complaints resolution, or customer experience role.
• Proven track record of managing escalated and high-profile customer issues in complex or regulated environments.
• Experience working cross-functionally with legal, technical, product, and service teams to resolve multifaceted customer issues.
• Background in using data and customer insights to inform business decisions and service improvements.
• Demonstrated ability to work with and influence executive stakeholders.
• Strong knowledge of regulatory frameworks and consumer law compliance (e.g., fair trading, consumer rights)

Why Join Us?

We're helping shape the future of mobility. We have currently over 100 dealerships across Australia. This is an opportunity to join one of the world's fastest-growing automotive brands and play a pivotal role.
We offer:

• A collaborative and supportive team environment
• Career development and growth opportunities
• Access to employee benefits and discounts across the Eagers Automotive network

Ready to Make an Impact?

If you're passionate about customer advocacy, problem-solving and driving meaningful change, we'd love to hear from you.