Customer Operations Representative

Toyota Finance Australia; City of Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Paid parental leave

Employee discounts

Professional development

Job summary

Toyota Finance Australia is seeking a Customer Operations Representative for our Scoresby, VIC office. This role is a permanent full-time position with a hybrid work arrangement, starting mid-October 2026.

You will handle up to numerous calls and emails daily, delivering outstanding service while aligning with our customer-centric culture and performance standards. You will receive two coaching sessions monthly, ongoing training on products and systems, and opportunities for career progression

Qualifications

• Strong customer service experience with a customer-first mindset.
• Excellent verbal and written communication skills.
• Strong active listening, rapport-building, and problem-solving abilities.

Responsibilities

• Engage with customers to provide solutions to their car loan & insurance queries.
• Assist customers to meet their vehicle finance needs.
• Provide excellent customer service at all times.
• Contribute to the success of the business through making recommendations for improvement and taking ownership of your own results.

Skills

Customer service

Verbal communication

Written communication

Active listening

Problem solving

KPI-driven environment

Organisational skills

Teamwork

Tools

Microsoft Office

Job description

Customer Operations Representative
Start Date: Mid October 2026
Location: Scoresby, VIC
Employment Type: Permanent Full-Time
Work Arrangement: Hybrid

About the Role

Our Customer Operations Team is expanding! Starting mid-October 2026 with a competitive salary, as a Toyota Finance Australia Customer Operations Representative, you'll be servicing the needs of our customers across a variety of brands at our Caribbean Park office in Scoresby. It's a fast-paced and highly supportive customer centric environment which places a big focus on your ongoing development and career pathway. Our contact centre is open from 8:30am to 7pm Monday to Friday so you will need to be available during those times (we are closed on the weekends and national public holidays). We offer a hybrid way of working where we enjoy 2-3 days per week in the office to catch up with our team and also for other reasons where it makes sense to be face-to-face such as for training and other special occasions.

What Your Journey Will Look Like

As part of your application, you'll complete an assessment designed to evaluate your skills before day one so you can hit the ground running. You'll also experience realistic role simulations, giving you a genuine insight into what working with us looks like. To set you up for success in your career with Toyota Finance, you will start in the classroom for 2 weeks, where you will learn all you need to know about our products, processes and systems. Then you will spend a week transitioning to your team in a mentoring hub followed by 4-6 weeks of coaching and support to help you embed your new knowledge and skills before you take over the reins. Once you have achieved the role expectations which is generally at the 6th month mark you will then have the opportunity to be upskilled in our insurance or retention activities where you will be rewarded with a salary increase. After performing in the role for a minimum of 12 months, we can then help you build a development plan that can assist you in identifying and preparing for other roles within Toyota Finance if that is what you want to do.

What You'll Be Doing

On average you will take up to 50-60 calls/emails per day. As with all contact centre roles there are key metrics to achieve which include average handling time, quality assurance, roster adherence and post-call customer surveys. We are proud of the supportive environment we have created which includes a minimum of two coaching sessions per month, a monthly catch-up with your manager to discuss your development plan as well as team meetings and huddles.

You will:

• Engage with customers to provide solutions to their car loan & insurance queries
• Assist our customers to meet their vehicle finance needs
• Provide excellent customer service at all times
• Contribute to the success of our business through making recommendations for improvement and taking ownership of your own results
• Meet the high standards expected within our culture and customer expectations such as call handling times and call quality

What We're Looking For

We'd love to hear from you, even if you don't meet every requirement. We value diverse experiences and backgrounds, knowing that different perspectives help us create better solutions for our customers. You'll bring:

• Strong customer service experience with a customer-first mindset
• The ability to confidently manage challenging customer conversations in a professional manner
• Excellent verbal and written communication skills
• Strong active listening, rapport-building, and problem-solving abilities
• Experience working in a fast-paced or KPI-driven environment (preferred but not mandatory)
• Confidence using Microsoft Office applications and multiple systems simultaneously
• Strong organisational skills and attention to detail
• The ability to work both independently and as part of a team
• A positive attitude and willingness to learn, adapt, and continuously develop

Previous contact centre experience is advantageous; however, we also welcome candidates from customer-focused environments such as:

• Retail
• Hospitality
• Banking and financial services
• Administration
• Insurance
• Customer service and support roles

What's In It For You

At Toyota Finance Australia, we are committed to helping our people succeed both professionally and personally. Our benefits include:

• Hybrid working arrangements
• 26 weeks paid primary carer's leave and 8 weeks paid secondary carer's leave
• Discounted novated-style vehicle leasing with the opportunity to drive a new Toyota every 11 months
• Discounted vehicle purchase programs for you and your family
• Professional development programs, study assistance, and paid study leave
• Access to Australian Institute of Management courses
• Internal mobility, secondments, and job rotation opportunities
• Discounted private health insurance
• Employee Assistance Program and mental health support services for you and your family
• Annual salary reviews and performance-based reward opportunities
• State-based social clubs and employee events
• Flexible "dress for your day" approach
• Modern office facilities, collaborative workspaces, premium coffee options, recreational areas, and wellbeing spaces

At Toyota Finance, we look beyond your resume. Our process begins with a skills assessment giving you insight into the role and an opportunity to showcase your strengths. Keep an eye on your inbox (and spam folder) for an email from our trusted partner Vervoe. You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/

We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

Toyota is an endorsed employer for all women. Please review the Work180 website for further information.

Come with us and help create the future