Head of Customer Care and Academy

ROLE: Head of Customer Care and Academy Location: Zetland Role duration: Permanent About Our Company Volkswagen Group is one of the world's leading automobile manufacturers, employing more than 600,000 people globally and selling its vehicles in more than 150 countries. The wholly‑owned subsidiary has its National Sales Centre based in Sydney, home to some of Australia's most recognisable brands which include Audi, CUPRA, Skoda and Volkswagen. WHY Group Aftersales The Group Aftersales team is focused on delivering an exceptional ownership experience for customers with Volkswagen, Škoda, CUPRA and Audi vehicles. The team works closely with our dealer network to ensure vehicle servicing, repairs, maintenance, spare parts, accessories, technical support and customer care are delivered to the highest standards for our customers. About Your New Role Sitting within our Group Aftersales division, this senior leadership role heads up Customer Care & Academy, steering customer experience operations (call centre, case management, roadside assist) and dealer training (technical, non‑technical and apprentice programs) across our iconic brands. You’ll play a pivotal role in building a highly capable dealer network, ensuring seamless customer case management, and shaping innovative training and service delivery models that strengthen customer trust and loyalty. Your Main Responsibilities Will Include Leading the design, delivery and optimisation of technical, non‑technical and apprentice training programmes across VGA brands. Ensuring compliance with Registered Training Organisation (RTO) standards, ASQA requirements and brand curriculum needs. Overseeing customer care operations, including escalated case management, vehicle buyback and loan processes and tribunal cases. Managing outsourced call‑centre operations and roadside assistance providers, ensuring KPI performance and continuous improvement. Defining and evolving case management processes and reporting to ensure timely, consistent and high‑quality customer outcomes. Driving innovation in training delivery (e.g., online, virtual classrooms) and optimising utilisation of trainers, facilities and resources. Delivering accurate, actionable reporting to identify gaps, root causes and improvement strategies across customer care and academy functions. Fostering strong relationships with dealer networks, brand leaders and international VW Group stakeholders. Managing budgets with a focus on efficiency, innovation and business impact. About You To succeed in this role, you will need to possess the following: A Bachelor’s degree in Business or a related discipline. 10+ years’ experience in automotive management at a senior level. Proven background in automotive training and RTO operations. Experience leading customer case management or call‑centre operations. Strong knowledge of Australian Consumer Law and corporate governance. A strategic mindset with the ability to analyse complex data and translate insights into business improvement. Demonstrated success managing large budgets and cross‑functional teams. Strong communication, conflict resolution, dealer relationship and stakeholder management skills. Experience working with Salesforce case management systems (advantageous). Our Benefits, Rewards and Recognition Include A culture of continuous learning, growth and development. You will receive access to LinkedIn Learning and personal development opportunities – over 36% of our vacancies are filled by internal candidates. Flexible working arrangements with our hybrid work model balancing office and home, and remote location arrangements for up to 10 days anywhere in Australia. Additional leave including VGA Day paid leave, birthday leave and paid parental leave of up to 20 weeks. Annual fitness and wellbeing subsidy towards a facility of your choice. Access to the VGA Car Lease Program. Discounts on Audi, Cupra, Skoda and Volkswagen car purchases. Free entry to Dubbo and Taronga Zoo for you and your family. Work in an award‑winning, state‑of‑the‑art newly refurbished building recognised by the Master Builders Association Australia – our offices include onsite parking and a convenient location with close proximity to a train station. Why Volkswagen Group Australia (VGA) ? Working at VGA provides opportunities for growth, personal development and career advancement, and we champion a workplace culture that thrives on passion, collaboration, efficiency, mindfulness, authenticity and innovation. If this sounds like the role and place for you to drive your career to great heights with a world‑class organisation, APPLY NOW Volkswagen Group Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds. To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia. Successful applicants will be required to complete background checks through our external provider as a condition of employment. If we can provide support with access requirements throughout the recruitment process or answer any role‑specific enquiries, please reach out to the dedicated Talent Acquisition Business Partner Rhiannon Hardie at #J-18808-Ljbffr