Customer Service Team Lead

ABOUT USAt Custom Fleet we’ve been using our smarts to make the complex simple for over 40 years. It’s the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today.When you join Custom Fleet, you’re joining a business that is Going Places. With Us, what you do and who you are matter. Being part of our diverse crew means you’ll feel welcome, empowered, and have lots of fun celebrating our success (and that sure does feel good!). We are a crew of accountable go-getters on a journey of continuous improvement – we collaborate and support each other, working hard to win for our customers, for our business, and for each other. Whilst winning isn’t everything, we are proud of our success and love it when we reach the #1 spot.ABOUT THE ROLEAs Team Leader, Fleet Services NZ you will lead a multi-channel contact centre and administration team of seven Fleet Services Consultants ensuring exceptional customer service and operational excellence in our Auckland office.As a people leader, you will be responsible for coaching and mentoring team members to ensure an optimal customer experience. In addition, this role has accountability for all people related activities including but not limited to resourcing, recruitment, induction, onboarding, development, engagement and retention of employees.Essential DutiesResponsible for all related Balanced Scorecard metrics pertaining to Operational Effectiveness and Efficiency in their team.Track, evaluate and report on team and individual performance against performance metrics including KPI’s and SLA’sLead process improvements, best practice sharing and project initiatives.Provide strategic guidance and coaching to deliver best-in-class service.Take full accountability for recruitment, onboarding, development, engagement and retention.Resolution of escalations, liaising with internal stakeholders and business partners to deliver optimal outcomes Document processes and maintain accessible policies and procedures.Champion continuous learning and knowledge sharing.Foster a culture of meritocracy, accountability and customer centricity.Direct workflow improvements to enhance team capacity and efficiency.Ensure service requests are processed within expectations, providing hands-on support when needed.Deliver exceptional customer service and support onboarding of new clients.Other DutiesCollaborate with internal and external stakeholders to support rollout of new processes and drive adoption.Perform other duties as required.ABOUT YOUEssentialProven people management skills with ability to lead and develop high-performing teams in a contact centre or administration environment. A strong understanding of contact centre and administration metrics and the ability to analyse data and results to identify coaching, resource management and process improvement opportunitiesSkilled in implementing best practices to enhance customer experience and improve operational efficiency.Proven ability to drive engagement and to lead teams through change.Strong customer-centric mindset with proactive service delivery.Effective relationship builder across internal and external stakeholders.Ability to perform under pressure, meet deadlines and work independently.Process-oriented with strong coordination skills.Excellent written and verbal communication skills.OtherIntermediate proficiency in PowerPoint; advanced in Word and Excel.Education & Experience:EssentialBachelor’s degree in business-related discipline preferred (or equivalent leadership experience).2–5 years of team management experience, ideally in a B2B contact centre or administration services environment.OtherExposure to fleet management or leasing industry experience would be advantageous.FOR YOUWe offer industry leading 'Custom Perks' including:Annual performance bonusTake 5 program – potential to earn an extra week of annual leaveCollaborative Hybrid work environment – 3 days in officeGender-neutral Parental Leave - 12 weeks paid entitlementCompany funded social eventsDress for your day policyEmployee discountsIntersection – our Diversity NetworkCultural Leave swapOngoing investment in your growth including access to our digital learning platform – DegreedReward and recognition programsVolunteer and community engagement opportunitiesWellbeing leaveHOW TO APPLYPlease submit your resume and cover letter by clicking ‘Apply Now’.At Custom Fleet we are committed to growing a team made up of diverse people, skills, and experiences. We encourage applications from all backgrounds, communities, and industries.OUR DIVERSE CREWResearch shows that women and people of diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this, you’re not sure you tick every single criteria box, but have the passion to get behind our Values, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you! If you have a disability that requires support including an alternate job ad format, interview arrangements or adjustments, please let us know by emailing our recruitment team at careers@customfleet.com.au or call our Customer Service Team on 1800 812 681 - they will take your details and arrange for a return call from a member of the Talent Team.Unlawful Conduct CommitmentCustom Fleet is dedicated to maintaining a culture of respect where there is zero-tolerance of any form of discrimination, harassment, and victimisation. We are committed to eliminating unlawful conduct in the workplace and uphold the highest standards of ethical behaviour and compliance with applicable laws and regulations.Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.