Customer Relationship Supervisor — Service Delivery Lead

Europcar; Victoria; On-site; AUD 70,000 - 100,000; Full time

Job summary

Europcar is seeking a Customer Relationship Supervisor in Australia to lead a team delivering high-quality customer interactions across partners, brokers, outsourcing teams, and legal professionals. You will coach staff, optimize workflows, and ensure adherence to procedures and quality standards.

The role requires strong leadership, excellent communication, and a proactive approach to process improvements, with a focus on operational excellence and customer satisfaction.

Qualifications

• Experience leading customer service teams.
• Strong focus on service excellence and coaching.
• Ability to manage multiple channels and escalations.

Responsibilities

• Oversee and guide staff handling customer interactions across channels.
• Manage daily operations to ensure timely responses.
• Ensure adherence to internal procedures and quality standards.
• Update procedures to reflect best practices.
• Provide coaching and support to team members.
• Coordinate support activities for complex tasks.
• Collaborate with other departments to resolve escalations.

Skills

Leadership

Customer service

Communication

Process improvement

CRM systems

Tools

CRM software

Workflow tools

Job description

Europcar is seeking a Customer Relationship Supervisor in Australia to lead a team delivering high-quality customer interactions across partners, brokers, outsourcing teams, and legal professionals. You will coach staff, optimize workflows, and ensure adherence to procedures and quality standards.

The role requires strong leadership, excellent communication, and a proactive approach to process improvements, with a focus on operational excellence and customer satisfaction.