Head of Group Training and Customer Care

ROLE: Head of Group Training and Customer Experience

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 leadership role oversees technical and non-technical training, apprentice programs, and customer experience operations across our iconic brands. You’ll be instrumental in building a highly capable dealer network, optimising training delivery models, and ensuring our customer experience operations deliver confidence, trust, and loyalty. With direct oversight of a $10m budget, four direct reports, and 20+ indirect reports, this role has real impact.

Your main responsibilities will include:

• Lead the design, delivery, and optimisation of technical, non-technical, and apprentice training programs across VGA brands.
• Ensure compliance with Registered Training Organisation (RTO) standards and ASQA requirements.
• Oversee customer experience operations including escalated case management, buyback and loan vehicle processes, roadside assistance, and call centre provider performance.
• Partner with brand heads to design service level agreements, initiatives, and continuous improvement programs.
• Deliver accurate, actionable reporting that identifies gaps, root causes, and improvement strategies.
• Manage a multimillion-dollar budget, identifying opportunities for innovation and cost optimisation.
• Foster strong relationships with the dealer network and international brand partners.
• Contribute to studies and projects shaping the future of training facilities and customer experience models.

About you
To succeed in this role, you will need to possess the following:

• Bachelor’s degree in Business or related field.
• 10+ years’ automotive management experience.
• Strong background in automotive training and RTO operations.
• Experience leading large budgets and cross-functional teams.
• Strong communication, conflict resolution, and dealer relationship management skills.
• Sound knowledge of Australian Consumer Law.
• A proven ability to analyse complex data and deliver strategic recommendations.
• Experience managing call centres (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 which is why over 36% of our vacancies are filled by internal candidates!
• Flexible working arrangements with our hybrid work model balance office and home for ways of working along with remote location working arrangements for up to 10 days anywhere in Australia
• Additional leave including VGA Day paid leave day, 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 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 opportunities, we also 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 rhiannon.hardie@vwga.com.au