Customer Advocacy Specialist

Toyota Finance Australia (TFA) is the country’s largest automotive financier. Our past gives us credibility and knowledge. But it’s what the future holds, and how we can make the world a better place, that excites us. It’s not just about technology but what it can do for people.

In Australia there are two separate businesses: Toyota Motor Corporation Australia (TMCA) and Toyota Finance Australia (TFA). While we work closely together, TMCA focuses on vehicles and here at Toyota Finance Australia our priority is to provide finance, insurance and fleet management.

At TFA we’re committed to empowering our customers to get into their new car and onto the road.

We’re also passionate about, and committed to, our people. Our philosophy of Here To Move You represents our commitment to not only move our customers, but help our employees grow.

Your success at TFA is important to us, and we pride ourselves on a work culture that supports and rewards people.

From partnering with you to support your career growth, to providing you with opportunities to learn, improve, feel engaged and appreciated, we celebrate our people and the difference they bring.

We strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential.

We’re working towards a future where we look out for each other and our planet. Where we enrich lives with the safest and most responsible ways of moving. This is the kind of tomorrow we’re imagining here at TFA.

Join us and help drive the future.

What you'll contribute to

Join our Customer Advocacy & Remediation Team in a role designed to strengthen how we champion our customers. In this position, you’ll shape and implement advocacy frameworks, review controls relating to advocacy policies and processes, and actively participate in remediation working groups.

As a Customer Advocate, you will deliver outstanding customer experiences and promote a customer‑first culture, by systematically gathering, organising, and analysing customer feedback. This feedback is not restricted to complaints, and includes suggestions for improvement, observations about product usage, and general sentiment. The successful candidate will be required to translate the collected raw data into actionable insights for internal teams to ensure that the customer voice is integrated.

How you'll make an impact

• Champion support for customer voice by leveraging essential soft skills—most importantly, empathy—to ensure the customer’s perspective and frustrations are genuinely understood. Strong active‑listening abilities will ensure the nuance behind feedback is captured, while highly developed communication skills will articulate insights and effectively influence internal teams.
• Drive organisational customer‑centricity by reviewing key themes, customer insights, products, services and policies (including Promapps) to identify unintended outcomes, recommend improvements and lead initiatives that strengthen customer satisfaction and loyalty.
• Collaborate across the business to resolve complex issues by advocating for customer‑first solutions, contributing to investigations, and helping prevent recurrence of issues through policy, process and system uplift.
• Ensure 100% compliance when interacting with customers, maintaining strict adherence to regulatory obligations including the Privacy Act, Consumer Credit Code and the National Consumer Credit Act.

Your attributes

• Proven experience in regulated environments — experience in banking, finance or insurance, supported by a Cert IV in Credit (or equivalent) and relevant tertiary qualifications.
• Exceptional communication and customer‑care capability — skilled in outbound call handling, demonstrating empathy, resilience and the ability to manage challenging conversations while consistently putting the customer first.
• Analytical skills — highly skilled in interpreting feedback from multiple sources (surveys, support tickets, social media) and able to identify trends or widespread issues. Your strong analytical capability will allow you to move beyond anecdotal evidence and present a data-backed case for change within the organisation, ensuring impactful customer needs are prioritised.
• Strong regulatory and compliance knowledge — including NCCP RL obligations, IDR/EDR processes, and confidentiality requirements, with preferred understanding of key legislation such as the Privacy Act and NCCP.
• Specialist credit and lending capability — with experience applying credit policies, assessing risk, and navigating complex customer circumstances.
• Self‑driven, collaborative and relationship‑focused — able to work independently, build rapport at all levels, and contribute to a high‑performing, customer‑centric culture.

 
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 
• Career Development 
• 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)
• A paid volunteer day 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.