Employee Benefits
* Access to lease a brand-new Toyota, at a discounted monthly amount, this includes all on-road costs and insurance, more importantly you can switch to a new model every 11 months
* Access to discounted vehicle purchases for you and your family
* We commit to your development through professional development programs, paid study leave and study assistance, access to Australian Institute of Management courses, secondments, job rotations and more.
* Discounted private health insurance
* 24-hour a day Employee Assistance and Mental Health Program for you and your family
* State based social clubs that run events like Winter Gala Ball, barefoot bowls, cheap movie tickets and family fun events
* We want you to be you, so we encourage you to dress for your day when you are in the office
* Speaking of offices, ours won't disappoint! Enjoy state of the art facilities that provide space to collaborate and engage with your peers. We have sparkling water on tap and ten blends of coffee to choose from, and if you are looking for something a bit different you can play table tennis, PlayStation or just relax as you enjoy your break time
* Annual salary review, salary benchmarking completed every year and a generous bonus structure for eligible staff.
* Much more....
About the role
The Customer Solutions Team plays a key role in supporting our customers who have raised a complaint. The team works with customers and provide support to deliver honest, fair and efficient resolutions to address concerns.
An opportunity has come up to lead and uplift team performance as the Customer Solutions Coach.
What can you expect?
As Customer Solutions Coach, you will manage the workflow and ensure disputes are investigated and the relevant information is gathered to ensure decisions are made within our compliance framework but remain customer focused. This will include liaising with external stakeholders including regulatory bodies and dispute schemes as required.
You will also:
Coach and develop team members by setting performance objectives, delivering tailored coaching plans, and ensuring capability against the competency framework.
* Drive quality, compliance and continuous improvement through regular QA, process adherence reviews, accurate competency ratings, and Kaizen initiatives.
* Deliver outstanding customer outcomes by providing excellent internal and external customer support and acting as the escalation point for complex issues and complaints.
* Role model Toyota Way behaviours while partnering with subject‐matter experts to improve processes, efficiency, and team/individual results.
* Understanding of RG 271 and internal /external dispute process is mandatory
* Extensive leadership and coaching experience
* Excellent verbal and written communication skills.
* Ability to engage with external partners using strong influencing and engagement skills to create sound business outcomes
* Good knowledge of the following
o Dealing with AFCA and case management escalation
o Competition and Consumer Act
o Privacy Act
o National Consumer Credit Protection Act
o Anti Money Laundering & Counter-Terrorism Financing Act.
* Asset Financing or automotive industry experience.
* Intermediate Excel and Word Skills
Life at Toyota & What we offer you
We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets.
Toyota Australia is well‐recognised for offering:
* Flexible hours and workspaces
* 26 weeks paid primary carers leave & 8 weeks paid parental leave for secondary carers
* Wellness facilities & Employee Assistance Program (private coaching available to you and your family)
* Paid volunteer days to support your community / Employee Community Grants Fund
* Employee Car Benefit Scheme
Building a great place to work
You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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 Work180 website for further information.
Come with us and help create the future.
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