Customer Care Lead

GOALS My role is to… The Customer Care Lead is a pivotal customer‑facing leadership role within the RV Service Centre (RVSC). This role is responsible for leading, coaching and uplifting the Service Advisor team to deliver consistent, empathetic and high‑quality customer service across Aftersales, Warranty and Recall activities. Operating as the frontline people leader for customer interactions, the Customer Care Lead ensures customers are kept informed, supported and confident throughout their service journey, particularly during high‑volume or high‑complexity periods such as recalls, campaign activity and warranty escalations.

The role plays a critical part in protecting the brand, improving customer satisfaction, reducing complaint escalation, and embedding a solid customer‑centric culture within the RVSC. My department /

Branch… Aftersales, Warranty & Recalls is a customer‑focused function within the RV Service Centre that supports customers after vehicle delivery. The team manages customer enquiries, warranty claims, recall campaigns and post‑sale support, ensuring clear communication, timely resolution and a consistent, positive customer experience while protecting safety, compliance and brand reputation. EXPERTISE MUST HAVE GREAT TO HAVE Experience 5+ years’ experience working within a customer call centre or similar industry Understanding of warranty and recall processes (manufacturer or regulated environments)

Awareness of consumer law obligations (ACL) and customer complaint pathways Certificate IV or Diploma in one or more of the following: Business, Customer Engagement/experience or Leadership and Management Skills Proven experience in a customer service, aftersales, warranty,



call centre or service environment with demonstrated people-leadership responsibility

Sound working knowledge of customer service principles, complaint handling, and customer expectation management

Strong computer literacy including Microsoft Office (Outlook, Word, Excel, Teams and customer management or ticketing systems Demonstrated training or formal development in People leadership, Coaching and performance management, Conflict resolution or difficult conversations KEY ACCOUNTABILITIES MAJOR ACTIVITIES Customer Experience Leadership Lead the end‑to‑end customer experience across Aftersales, Warranty and Recall touchpoints.

Ensure all customer communications are timely, accurate, empathetic and consistent with thl service standards.

Act as the primary escalation point for complex, sensitive or distressed customer interactions.

Champion a “customer advocate” mindset while balancing commercial, operational and policy requirements.

People

Leadership & Capability Uplift Provide day‑to‑day leadership, coaching and support to Service Advisors and Customer Care team members.

Build capability in customer communication, conflict resolution, expectation setting and de‑escalation.

Support onboarding, training and cross‑skilling of team members across Aftersales, Warranty and Recalls.

Foster a positive, resilient and high‑performing team culture during periods of high workload or change.

Operational Oversight





Oversee workload allocation, queue management and coverage to ensure service levels are maintained.

Monitor customer contact volumes, response times and backlog trends, escalating risks early.

Ensure adherence to agreed SOPs, communication standards and process controls.

Identify process gaps and work collaboratively with the Customer Experience Manager to improve flow and efficiency.

Stakeholder Collaboration

Work closely with the Customer Experience Manager, Warranty, Recalls, RVSC leadership and technical teams to ensure aligned customer outcomes.

Provide feedback to leadership on emerging customer themes, risks and systemic issues.

Support recall and campaign activity through effective customer communication planning and execution.

Continuous

Improvement & Reporting Contribute to continuous improvement of customer care processes, scripts and service standards.

Support reporting on customer experience metrics, trends and improvement opportunities.

Actively participate in Emergency Care Plans and surge‑capacity responses when required. I have read and I understand the requirements of this position. I agree to consult with my manager or supervisor should I not understand the key result areas or expectations of me.

I will carry out the position to the best of my ability and understand that I must meet required performance standards and targets. I accept the responsibility of the position outlined above. I understand that the position description for my role is constantly evolving, based on emerging priorities and changes in organisational or departmental needs, and therefore will be updated from time to time.

POSITION HOLDER’S NAME SIGNATURE DATE MANAGER’S NAME SIGNATURE DATE

📌 Customer Care Lead (Brisbane)
🏢 Apollo
📍 Brisbane