Customer Experience Team Leader

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

Benefits offered by this job

Learning & development

Incentives

Supportive team

Uniform provided

Career progression

Job summary

O’Brien Glass in Darwin is seeking a Customer Experience Leader to drive face-to-face service and sales at our Berrimah Service Centre. You will lead the customer service team, oversee vehicle accessory sales, and support the Service Centre Manager to ensure a first-class customer experience.

This full-time role offers Monday–Friday plus occasional Saturdays with overtime, monthly pay cycle, and opportunities for career growth within a national brand.

Qualifications

• Experience leading or managing teams in fast-paced settings.
• Proven ability to deliver first-class customer experiences.
• Sales experience with vehicle accessories is a plus.

Responsibilities

• Offer and upsell vehicle accessories to customers.
• Lead customer service and daily service centre operations.
• Deliver exceptional service to new and existing customers.
• Communicate lead times and job progress clearly.
• Conduct repair inspections and convert opportunities into sales.
• Raise job authorities and invoices in Service Centre systems.
• Support the Service Centre Manager with operational tasks.

Skills

People leadership

Customer experience

Sales

Communication

Time management

MS Office

CRM systems

Tools

MS Office

CRM systems

Job description

Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.

Full Time | Monday–Friday + Occasional Saturdays (Overtime Paid)

Monthly Pay Cycle | Career Growth | Supportive Team

Grow your leadership skills with Australia’s leading glass specialist!

O’Brien® is seeking a motivated and customer‑focused Customer Experience Leader to support the Service Centre Manager and help drive exceptional face to face customer service and operations within our Berrimah Automotive Glass Service Centre.

If you’re passionate about people, thrive in a fast‑paced environment, and are looking to grow your career with an industry leader, this is the opportunity for you!

Why Join O’Brien®?

O’Brien® Glass is a trusted household name, known for delivering high‑quality service and genuine care. We invest in our people through ongoing development, recognition programs and a supportive team culture — giving you the platform to grow your career.

About the Role

As the Customer Experience Leader, you’ll play 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.

This role is ideal for someone who is career‑driven, confident, comfortable with Selling vehicle accessory products and eager to step up into leadership. Automotive industry experience is highly regarded but not essential.

Key Responsibilities

• Offering and Selling customers Vehicle Accessories (Sales)
• 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 our 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 some Saturdays when required (overtime paid)
• Full Australian work rights required

At O'Brien® we put our customer at the heart of everything that we do, serving more than 360,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part of Belron® worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents

Privacy: To review and consider your application, O'Brien® collects personal information. To understand what is collected and why, carefully review the Applicant Privacy Notice presented during your online application and/or review our Terms of Use.

Agencies: O'Brien® does not accept unsolicited resumes or outreach from recruiting agencies. Absent a signed agreement and approval from O'Brien® to submit candidates to a specific requisition, we will not approve payment to any third party.