Customer Experience Coordinator

Hinterland Group; Gold Coast City; Sur place; AUD 54 000 - 66 000; Plein temps

Avantages offerts par ce poste

KPI bonus incentive

Social Club with yearly events

Toyota training and internal coaching

Résumé du poste

Hinterland Group on the Gold Coast seeks a Customer Experience Coordinator to drive CX improvements across Sales and Service. You’ll coach teams, manage relationships with managers, and ensure actions are followed through to lift customer satisfaction.

The role emphasises empathy, accountability, and a hands-on approach in a busy dealership environment with opportunities for growth.

Qualifications

• Minimum 3 years in a high-impact customer-facing role with clear outcomes.
• Dealership or customer relations experience is highly valued.
• Strong coaching, influencing and motivational abilities.
• Detail-oriented with excellent organisational skills.

Responsabilités

• Drive customer experience improvements across Sales and Service.
• Coach and support sales and service teams through regular check-ins.
• Set expectations with managers and ensure accountability for actions.
• Follow up on customer concerns and translate feedback into improvements.
• Identify gaps in the customer journey and drive preventative actions.
• Handle customer concerns with empathy and timely resolutions.

Connaissances

Customer experience

Coaching

Communication

Empathy

Time management

Outils

CRM platforms

MS Office Suite

Dealer Management Systems

Description du poste

We’re looking for a full-time Customer Experience Coordinator who lives and breathes customer experience. Someone who notices the details, follows through tenaciously and takes personal pride in helping a team perform at its best.

You’ll be a steady, trusted presence for our Sales and Service teams, supporting and coaching them, keeping customer experience front of mind and working closely with managers to drive performance and accountability. You’ll share our ambition to be number one and bring the commitment, confidence and people skills to help us get there.

Work with Australia’s most trusted automotive brand and join an award-winning Toyota dealership proudly serving the Gold Coast and Scenic Rim for 40 years. As previous Gold and Silver Customer Experience winners in our region, we know what exceptional performance looks like, and we’re looking for someone who is determined to help us reach those heights again.

As a thriving business, we invest in talented individuals, recognise and reward hard work, and offer genuine opportunities to promote from within and help you develop your automotive career.

About the Role

Reporting to our Loyalty & Communications Manager, you’ll drive customer experience improvement across Sales and Service. You’ll build strong relationships with our teams, understand what’s influencing our results and ensure agreed actions are followed through.

Success in this role is measured by the results you achieve and the impact you make. Lifting customer satisfaction, strengthening team performance and consistently achieving Customer Experience excellence across Sales and Service. Your responsibilities include but are not limited to:

• Drive Sales and Service CX results towards leading excellence benchmarks, using customer feedback and reporting to identify priorities, performance gaps and measure improvement
• Support and coach our sales and service teams through regular individual check-ins, recognising strong performance and addressing gaps with clear, practical actions
• Work closely with managers to set expectations, agree on responsibilities and timeframes, and hold teams accountable for following through and delivering results
• Perform Sales and Service customer follow-up and translate this feedback into rectifying any concerns and improving the overall customer experience
• Identify recurring concerns and gaps in the customer journey, working with teams to resolve the causes and prevent repeat issues
• Manage customer concerns with empathy and sound judgement, coordinating timely follow-up resolutions. Ensure customers feel heard, valued and respected at every touchpoint

About you

• A minimum of3 years in a high-impact customer-facing role with clear responsibility for outcomes
• Previous customer relations or dealership experience is highly desired
• The drive and tenacity to achieve leading results and the persistence for continuous improvement
• Strong relationship-building skills and the ability to coach, influence and motivate others
• A genuine love for people, with the ability to listen, empathise, and act with integrity to resolve issues and approach difficult conversations
• Detail-oriented with strong organisational skills and the ability to manage workloads/priorities autonomously
• Strong communication skills, both written and verbal, with the ability to manage customer interactions with empathy and professionalism
• Proficient computer skills, including experience with MS Office Suite, Dealer Management Systems and CRM Platforms
• A polished and on-show presentation with an always-on mindset

What We Offer

• Full-time hours, Monday to Friday 8am – 4pm with no weekends or public holidays
• Excellent working environment and great team culture
• 60k Salary + KPI Bonus incentive
• Social Club with yearly events
• Ongoing Toyota and internal training, support, and development
• Access to exclusive Toyota myBenefits program which includes discounts on new vehicles, myHealth Insurance and Toyota Insurance discounts, along with AFL special offers and discounts.
• Excellent long-term career opportunities and succession planning to develop within our growing Dealerships across the Gold Coast and Scenic Rim.

All applications will be treated with confidentiality. Only shortlisted candidates will be contacted.

We are proud to be an equal opportunity employer and celebrate diversity in our workplace.