Customer Experience Expert

O'Brien Glass Industries Limited; Darwin; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Learning & development

Incentives & recognition

Supportive team and leadership

Uniform provided

Career progression

Job summary

O’Brien Glass Industries Limited is seeking a Customer Experience Leader to support the Service Centre Manager at our Berrimah Automotive Glass Service Centre, driving face-to-face customer service excellence.

You’ll lead daily operations, propel sales of vehicle accessories, and mentor the team to ensure a first-class customer experience. This role requires strong communication, leadership, and adaptability in a fast-paced environment.

Qualifications

• Leads customer service delivery and a busy service centre.
• Strong communication and stakeholder engagement abilities are essential.
• Proven leadership in a fast-paced environment.
• Excellent time-management and organisational skills are required.
• Experience with automotive services is a plus.

Responsibilities

• Lead customer service and support the daily running of the Service Centre.
• Offer and sell vehicle accessories to customers.
• Deliver exceptional service to new and existing customers.
• Communicate lead times and job progress clearly to customers.
• Conduct repair inspections and convert opportunities into sales.
• Raise job authorities and invoices using Service Centre systems.
• Support the Service Centre Manager with operational tasks as required.

Skills

Leadership experience

Communication skills

Time management

Stakeholder engagement

MS Office

Resilience

Automotive industry knowledge

Tools

MS Office

Job description

Are you looking for a role where you can grow your leadership skills and deliver outstanding customer service? O’Brien® is looking for a motivated Customer Experience Expert to support the Service Centre Manager and help drive exceptional face‑to‑face customer service at our Berrimah Automotive Glass Service Centre.

About the Role

The Customer Experience Leader plays a key role in the day‑to‑day operations of the Service Centre. You’ll lead customer service delivery, sales of vehicle accessories, support the team, and ensure every customer receives a first‑class experience.

Key Responsibilities

• Offer and sell vehicle accessories (sales) to customers.
• Lead customer service and support the daily running of the Service Centre.
• Deliver exceptional service to new and existing customers.
• Communicate clearly with customers regarding lead times and job progress.
• Conduct repair inspections and convert repair opportunities into sales.
• Raise job authorities and invoices using the Service Centre systems.
• Support the Service Centre Manager with operational tasks as required.

What You’ll Bring

• A genuine passion for delivering outstanding customer experiences.
• Experience leading or managing teams in a busy environment.
• Strong communication skills with a confident, engaging approach.
• Resilience and adaptability in a fast‑changing environment.
• Excellent time‑management and organisational skills.
• Strong stakeholder engagement and influencing skills.
• Solid IT skills, particularly with MS Office.
• Automotive industry experience (highly desirable but not essential).
• Demonstrated leadership and coaching capability.

The Perks

• Ongoing learning and development opportunities.
• Incentive programs and recognition.
• Supportive team and leadership.
• Uniform provided.
• Career progression within a respected national brand.

Work Requirements

• Ability to work Saturdays when required (overtime paid).
• Full Australian work rights required.