Job Description

About the Role

This isn’t your typical customer service role — it’s where empathy meets commercial insight.

As our Customer Experience, Resolution & Insight Executive, you’ll own the end-to-end customer resolution process — managing escalations, driving service recovery, and uncovering insights that shape how Alpha Car Hire shows up for customers across digital, call centre, and branch operations.

You’ll be empowered to make fast, impactful decisions that balance customer satisfaction with commercial performance — helping us turn challenges into lasting loyalty.

What You’ll Do

• Lead Customer Resolution and Retention, owning and managing all escalated complaints and complex service matters end to end.
• Take accountability for Service Recovery initiatives to strengthen customer trust and long-term loyalty.
• Deliver structured insights and root cause analysis to identify systemic issues and prevent recurrence.
• Support the establishment of a Resolution Centre, including the development and formalisation of quality assurance standards and governance frameworks.
• Partner closely with Branch, Marketing, Fleet and Operations teams to ensure consistent, customer focused outcomes aligned to business objectives.

About You

You’ll thrive in this role if you’re:

• Experienced in customer service, operations, marketing or hospitality (1–3 years)
• Empathetic, composed and confident in handling complaints
• Commercially aware with strong judgement and accountability
• Data-curious with the ability to translate insights into action
• An excellent communicator, both written and verbal
• Collaborative, adaptable and proactive in driving change

A business, marketing or related degree is valued, but we value mindset and capability above all.

This role is based in our Melbourne Office; however, we are absolutely open to chatting with great talent in Sydney and Gold Coast too.

Why Alpha Car Hire?

At Alpha, we’re redefining what customer experience means in our industry - from digital journeys to in-person interactions. You’ll join a tight-knit, fast-evolving team where your insights and decisions directly shape how we serve our customers.

We offer:

• Opportunities for professional growth within our CX function
• A supportive team culture where initiative is celebrated
• National career pathways as we continue to expand
• Flexibility

Career Growth Pathways

This role is a launchpad for future CX leadership positions, including:

• Customer Experience & Retention Manager
• Call Centre & Resolution Manager
• Head of Customer Experience

Ready to create real impact?

If you’re passionate about turning challenges into customer loyalty and insights into action, we’d love to hear from you.

Apply now and help us build the next generation of customer experience at Alpha