Job Description

1. Call Centre & Roadside Assistance Supplier Management n

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- Manage the day-to-day performance and service quality of external Call Centre and Roadside Assistance providers.
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- Establish, maintain and continuously improve supplier KPI and SLA frameworks.
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- Monitor key performance indicators including:
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- Answer Rate
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- Average Speed of Answer (ASA)
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- Customer Satisfaction (CSAT)
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- Complaint Rate
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- Abandonment Rate
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- Roadside Assistance Response Time
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- Arrival Time
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- Service Completion Rate
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- Service Quality
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- Lead regular supplier Performance Reviews and Business Reviews.
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- Analyse supplier performance gaps and develop corrective and improvement plans.
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- Monitor supplier contractual performance, service quality, operational risks and commercial matters.
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- Identify potential supplier risks and develop appropriate preventive and contingency plans.
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- Continuously improve supplier operating models and processes based on business requirements and customer needs.
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- Support supplier sourcing, tendering, evaluation, contract negotiation, implementation, transition and supplier change activities.
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2. Customer Satisfaction & Customer Experience Management nn
- Establish and continuously improve the Customer Satisfaction and Customer Experience management framework for the Australian market.
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- Develop an appropriate customer experience measurement framework, including CSAT, NPS, Customer Effort, Complaint Rate, FCR and Repeat Contact.
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- Establish customer survey mechanisms covering customer touchpoints, methodology, frequency, sampling and reporting.
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- Analyse customer satisfaction and experience data to identify key customer pain points across the customer journey.
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- Establish a Voice of Customer (VOC) mechanism and translate customer feedback into actionable improvement initiatives.
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- Lead and monitor customer experience improvement projects.
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- Identify key pain points across the customer lifecycle and drive improvements with relevant functions.
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3. Customer Complaint Management nn
- Establish and continuously improve the company’s Customer Complaint Management framework.
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- Define complaint categories, severity levels, ownership, response times, resolution targets and closure criteria.
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- Establish and manage a structured customer complaint escalation process.
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- Closely manage critical, high-risk and repeat complaints.
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- Coordinate with relevant stakeholders to ensure customer issues are responded to and resolved within agreed timelines.
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- Conduct Root Cause Analysis (RCA) for major and recurring complaints.
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- Lead regular Complaint Reviews / Case Reviews to identify product, service, process and organisational issues.
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- Establish complaint databases and issue classification structures to identify trends and root causes.
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- Drive a shift from resolving individual complaints to addressing systemic customer issues.
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- Provide regular management reporting on complaint trends, major customer risks, key issues and improvement actions.
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4. Customer Issue Resolution & Cross-functional Management nn
- Act as a key coordinator for complex and cross-functional customer issues.
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- Establish transparent ownership, target dates, action plans and closure mechanisms for customer issues.
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- Closely monitor long-open, recurring, high-impact and high-risk customer issues.
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- Coordinate with Aftersales,



Technical, Parts, Quality, Sales, Dealers and other relevant functions to drive issue resolution.
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- Analyse customer issue trends and root causes to identify systemic product, quality, service, process or supplier issues.
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- Escalate significant customer risks and unresolved issues to senior management in a timely manner.
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- Take ownership of the final customer issue resolution outcome rather than simply coordinating internal handovers.
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5. Data Analysis & Management Reporting nn
- Establish customer service, supplier performance, customer satisfaction and complaint reporting frameworks.
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- Develop and maintain Customer Service Management Dashboards.
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- Prepare regular weekly, monthly and quarterly management reports.
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- Analyse Call Centre, Roadside Assistance, Customer Satisfaction, Customer Complaints and Open Customer Issues data.
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- Identify trends, risks and improvement opportunities through data analysis.
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- Translate customer service data into actionable recommendations and improvement initiatives rather than simply reporting KPI performance.
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6. Customer Service Process & Framework Development nn
- Continuously assess the effectiveness and customer impact of customer service processes.
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- Establish and improve Customer Service SOPs, Complaint Management, Escalation Management and VOC processes.
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- Optimise key customer touchpoints including customer enquiries, complaints, roadside assistance and issue escalation.
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- Drive continuous improvement of customer service standards and operating procedures.
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- Support the implementation and optimisation of CRM, Call Centre and Customer Service platforms.
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- Promote the use of digitalisation, automation and data analytics to improve customer service operations.
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Candidate Requirements nn
- Minimum 5 years’ experience in customer service, customer experience, contact centre, aftersales or related management roles .
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- Proven local Australian work experience and a strong understanding of the Australian customer service environment.
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- Automotive industry experience is highly preferred, particularly experience with an automotive OEM, dealer group or automotive aftersales organisation.
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- Proven experience managing external BPO, Call Centre, Roadside Assistance or other customer service providers.
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- Strong experience in customer complaint management and complex customer issue resolution.
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- Strong understanding of customer service KPIs, including CSAT, NPS, SLA and FCR.
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- Strong analytical capability with the ability to identify issues from data and translate insights into practical improvement actions.
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- Excellent stakeholder management, communication and influencing skills.
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- Ability to influence and drive action across functions without direct line-management authority.
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- Ability to work independently and operate effectively in a fast-growing and evolving organisation where processes and systems are still being developed.
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- Excellent written and verbal English communication skills.
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- Willingness to travel when required.
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Preferred Experience n

The following experience will be highly regarded:

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- Customer Service / Customer Experience / Aftersales management experience within an automotive OEM.
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- Australian automotive industry experience.
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- Experience managing automotive customer complaints and complex customer issues.
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- Strong understanding of the Australian automotive dealer and aftersales environment.
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- Experience building customer service management frameworks from the ground up.
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- Experience supporting the launch or rapid growth of a new automotive brand in Australia.
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- Experience in supplier sourcing, tendering, contract management and commercial negotiations.
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- Experience with CRM / Contact Centre Platform implementation or optimisation.
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Core Competencies n

Customer Centricity

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Strong ability to understand customer issues from both the customer and brand perspective.

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Ability to manage service providers through KPIs, SLAs, performance reviews and structured improvement plans.

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Problem Solving

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Strong capability to manage complex, long-running and cross-functional customer issues and drive them to resolution.

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Stakeholder Management & Influencing

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Ability to influence internal stakeholders and external partners without relying on direct reporting authority.

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Data Driven Decision Making

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Ability to use customer and operational data to identify trends, risks and root causes.

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Framework & Process Development

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Ability to build customer service processes, SOPs, KPIs and management frameworks from the ground up.

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Ownership & Accountability

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Strong ownership of customer issues and outcomes rather than simply coordinating or escalating them.

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Ability to identify systemic issues from individual customer cases and drive sustainable improvements.

Key Success Measures n

Success in this role will not be measured solely by supplier KPI performance. A key objective is to build the company’s own customer service management capability in Australia.

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- Consistent achievement of Call Centre KPI / SLA targets.
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- Consistent achievement of Roadside Assistance KPI / SLA targets.
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- Effective management of major supplier operational risks.
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Customer Experience nn
- Establishment of a robust Customer Satisfaction and Customer Experience framework.
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- Continuous improvement in key customer experience metrics such as CSAT and NPS.
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- Reduction in repeat contacts and recurring customer issues.
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Complaint Management nn
- Implementation of a structured Complaint Management and Escalation framework.
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- Continuous improvement in complaint response and closure performance.
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- Timely management and escalation of critical complaints.
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- Reduction in recurring and systemic complaints.
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Customer Issue Resolution nn
- Establishment of a structured Customer Issue Management framework.
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- Reduction in long-open customer issues.
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- Shorter resolution cycles for cross-functional customer issues.
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- Effective systemic improvement driven by RCA and Case Reviews.
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Management Framework nn
- Supplier Performance Management framework established and operational.
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- Customer Complaint Management framework established and operational.
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- Effective Customer Service Dashboard and Management Reporting framework established.
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📌 Customer Service & Supplier Management Manager (Sydney)
🏢 Changan Automobile
📍 Sydney