Customer Experience Lead – Service Delivery & Relationships

Europcar Group; Victoria; On-site; AUD 70,000 - 100,000; Full time

Job summary

Europcar Mobility Group is seeking a Customer Relationship Supervisor to lead a team responsible for managing customer interactions from partners, brokers, outsourcing teams, and legal professionals. The role focuses on delivering high-quality service, coaching staff, and driving continuous improvement across channels.

The ideal candidate will have strong leadership, excellent communication, and the ability to optimize workflows while collaborating with other departments to resolve escalated

Qualifications

• Experience leading customer service teams in fast-paced environments.
• Experience handling customer interactions from multiple sources (partners, brokers, outsourcing teams, lawyers).
• Ability to implement and update internal procedures to improve service delivery.

Responsibilities

• Oversee and guide employees handling customer interactions from multiple channels.
• Manage workflow and daily operations to address inquiries promptly and professionally.
• Ensure all activities align with internal procedures and quality standards.
• Update and refine customer service procedures to adapt to changing requirements.
• Provide coaching and support to team members to foster continuous improvement.
• Coordinate support activities and handle complex or sensitive tasks as needed.
• Collaborate with other departments to resolve escalated issues and enhance customer experience.

Skills

Leadership

Communication

Problem solving

Attention to detail

Performance analytics

Process improvement

Tools

CRM systems

Workflow management tools

Job description

Europcar Mobility Group is seeking a Customer Relationship Supervisor to lead a team responsible for managing customer interactions from partners, brokers, outsourcing teams, and legal professionals. The role focuses on delivering high-quality service, coaching staff, and driving continuous improvement across channels.

The ideal candidate will have strong leadership, excellent communication, and the ability to optimize workflows while collaborating with other departments to resolve escalated