National Customer Resolutions Lead — Escalations & Insights

Eagers Automotive; Brisbane; Sur place; AUD 120 000 - 150 000; Plein temps

Résumé du poste

BYD | EV Dealer Group is seeking a National Customer Resolutions Manager to lead complex escalations, partnering with technical, legal, product, and operations teams to deliver compliant resolutions and drive improvements in the customer journey.

The role focuses on safeguarding brand reputation, identifying trends, and reporting insights to the COO, with a strong emphasis on consumer law and industry standards across Australia.

Qualifications

• Senior customer service or complaints resolution experience.
• Proven track record managing escalated issues in complex/regulatory environments.
• Experience cross-functionally with legal, product, technical and service teams.
• Ability to use data and insights to inform improvements.
• Proven ability to influence executive stakeholders.
• Strong knowledge of regulatory frameworks and consumer law compliance.

Responsabilités

• Own and manage resolution of complex and escalated customer complaints across product, service, and delivery channels.
• Collaborate with internal departments (technical, legal, aftersales, product, etc.) to investigate and resolve customer concerns swiftly and effectively.
• Develop and implement escalation management frameworks and protocols.
• Monitor trends to identify root causes and work with relevant departments to implement corrective actions.
• Act as a customer advocate at the executive level, providing insight and recommendations to the COO and leadership team.
• Report monthly and quarterly KPIs, customer sentiment analysis, and resolution effectiveness to the COO.
• Ensure compliance with consumer law, industry standards, and company policies in all resolution processes.

Connaissances

Senior customer service

Complaints resolution

Customer experience

Cross-functional collaboration

Data-driven decisions

Stakeholder management

Regulatory compliance

Description du poste

BYD | EV Dealer Group is seeking a National Customer Resolutions Manager to lead complex escalations, partnering with technical, legal, product, and operations teams to deliver compliant resolutions and drive improvements in the customer journey.

The role focuses on safeguarding brand reputation, identifying trends, and reporting insights to the COO, with a strong emphasis on consumer law and industry standards across Australia.