Customer Experience Team Leader

Chery; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Fast-growing brand

Supportive leadership

Career development

Competitive salary

Job summary

Chery Motor Australia is seeking an experienced Customer Experience Team Leader to shape and elevate the ownership experience for our customers. Reporting to the Customer Experience Manager, you will lead the day-to-day operations of the team and drive improvements across service processes.

This role requires coaching staff, managing escalations under ACL, liaising with dealer networks and internal stakeholders, and delivering outcomes that protect and enhance our reputation in a fast-growing

Qualifications

• Proven experience leading customer service teams.
• Strong understanding of Australian Consumer Law (ACL).
• Ability to manage escalations and complex inquiries.
• Excellent verbal and written communication with stakeholders.

Responsibilities

• Lead, coach, and develop the Customer Experience Specialists.
• Manage daily team operations, workload, and quality assurance.
• Escalate and resolve complex customer complaints and ACL matters.
• Collaborate with dealers, service, warranty, and technical teams to resolve issues.

Skills

Team leadership

Customer service

ACL knowledge

Stakeholder management

CRM systems

Communication

Tools

CRM platforms

Case management systems

Job description

Chery is one of the world's largest automotive manufacturers and one of the fastest-growing automotive brands in Australia. As our customer base continues to expand, we're looking for an experienced Customer Experience Team Leader to help shape and elevate the ownership experience for our customers.

This is an opportunity to lead a high-performing customer experience team, drive continuous improvement initiatives, and play a key role in protecting and enhancing the reputation of a rapidly growing automotive brand.

About Chery Motor Australia

Chery is one of the world's largest automotive manufacturers and one of the fastest-growing automotive brands in Australia. As our customer base continues to expand, we're looking for an experienced Customer Experience Team Leader to help shape and elevate the ownership experience for our customers.

This is an opportunity to lead a high-performing customer experience team, drive continuous improvement initiatives, and play a key role in protecting and enhancing the reputation of a rapidly growing automotive brand.

About the Role

Reporting to the Customer Experience Manager, the Customer Experience Team Leader will be responsible for the day-to-day leadership of our Customer Experience team, ensuring customer enquiries, complaints and escalations are managed professionally, efficiently and in accordance with Australian Consumer Law (ACL).

You will coach and support a team of Customer Experience Specialists, oversee complex customer cases, work closely with our dealer network and internal stakeholders, and help drive improvements across customer service processes, policies and systems.

This role is ideal for someone who enjoys balancing people leadership, customer advocacy, operational excellence and continuous improvement.

Key Responsibilities

• Lead, coach and develop a team of Customer Experience Specialists to deliver exceptional customer outcomes.

• Manage daily team operations, including workload allocation, case management, performance monitoring and quality assurance.

• Act as the escalation point for complex customer complaints and sensitive customer matters.

• Manage customer-facing Australian Consumer Law (ACL) matters and ensure communications are compliant and professionally managed.

• Coordinate responses to external agencies and bodies, including Fair Trading, consumer affairs authorities, legal representatives and tribunals.

• Work collaboratively with dealers, service departments, warranty teams, technical support teams and other internal stakeholders to achieve timely customer resolutions.

• Identify trends, recurring concerns and process gaps, and implement corrective actions to improve customer satisfaction and operational performance.

• Assist in developing, maintaining and improving customer experience policies, procedures and standards.

• Monitor customer service performance metrics and support the delivery of departmental objectives and KPIs.

• Ensure all customer interactions are handled in accordance with company policies, processes and brand standards.

• Support the Customer Experience Manager with reporting, team development and strategic customer experience initiatives.

About You

You are a customer-focused leader who enjoys solving problems, developing people and delivering outstanding customer outcomes. You can confidently manage difficult conversations, balance customer advocacy with commercial considerations, and maintain professionalism under pressure.

Skills & Experience

• Previous experience in a Customer Experience Team Leader, Customer Care Team Leader, Customer Relations Team Leader or similar leadership role.

• Proven experience leading and developing customer service or customer care teams.

• Strong understanding of Australian Consumer Law (ACL) and its practical application in customer dispute resolution.

• Experience managing escalated customer complaints and complex customer cases.

• Excellent verbal and written communication skills.

• Strong stakeholder management skills with the ability to influence and collaborate across multiple business functions.

• Highly organised with strong time management and prioritisation skills.

• Strong analytical, problem-solving and decision-making abilities.

• Experience working within CRM and case management systems.

• Automotive industry experience is highly desirable.

• Experience working with dealer networks, warranty operations, vehicle manufacturers or franchised automotive environments will be highly regarded.

Why Join Chery?

• Join one of Australia's fastest-growing automotive brands.

• Be part of a supportive and collaborative leadership team.

• Opportunity to influence and shape the customer experience strategy of a growing organisation.

• Career development opportunities as the business continues to expand.

• Competitive salary package and employee benefits.

If you're passionate about customer advocacy, developing high-performing teams and delivering exceptional customer experiences, we'd love to hear from you.