Customer Service Team Leader

Fleetcare; City Of Wanneroo; On-site; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Career progression opportunities

Learning and development resources

Wellbeing initiatives

Novated leasing benefits

Flexible working arrangements

Supportive team culture

Job summary

Fleetcare seeks an experienced Customer Service Team Leader to guide a high-performing team across service channels, working with Operations and stakeholders to lift capability and customer outcomes. This hands-on role focuses on developing people, solving problems and driving continuous improvement in a fast-paced environment.

The position offers opportunities for career development within a growing national organisation, with a supportive leadership team, wellbeing initiatives and flexible

Qualifications

• Experience leading customer service, customer support, service delivery or operational teams.
• Strong coaching, mentoring and developing team members.
• Experience managing performance, KPIs and service standards.
• Strong stakeholder management, communication and problem-solving skills.
• Ability to analyse information, identify trends and implement improvements.

Responsibilities

• Lead, coach and develop the team to deliver exceptional customer service and achieve strong performance outcomes.
• Oversee day-to-day team operations, workload management, service delivery priorities and escalations.
• Monitor performance, quality and service standards, using data and insights to identify improvement opportunities.
• Support capability development through coaching, feedback and performance management.
• Partner with customers, suppliers and internal stakeholders to resolve issues and deliver customer-centred solutions.
• Drive continuous improvement initiatives that enhance efficiency, service delivery and customer satisfaction.

Job description

Lead and develop a high-performing customer service team

Influence operational improvement and customer experience initiatives

Build your leadership career within a growing national organisation

At Fleetcare, we're passionate about delivering exceptional customer experiences and developing great people. We're looking for an experienced Customer Service Team Leader who can bring strong leadership, coaching capability and operational focus to help drive team performance and support our continued growth.

About the Role

As the Customer Support Team Leader, you will lead a team responsible for supporting customers across multiple service channels. Working closely with Operations Management and stakeholders across the business, you will play a key role in building capability, enhancing service delivery, improving operational performance and creating outstanding customer outcomes.

This is an opportunity for a hands-on leader who enjoys developing people, solving problems and driving continuous improvement in a fast-paced, customer-focused environment.

Key Responsibilities

• Lead, coach and develop the teamto deliverexceptional customer service and achieve strong performance outcomes.
• Oversee day-to-day team operations, workload management, service delivery priorities and escalations.
• Monitor performance, quality and service standards, using dataand insights to identify improvement opportunities.
• Support capability development through coaching, feedback and performance management.
• Partner with customers, suppliers and internal stakeholders to resolve issues and deliver customer-centred solutions.
• Drive continuous improvement initiatives that enhance efficiency, service delivery and customer satisfaction.

About You

You are an experienced people leader who enjoys developing others, building team engagement and improving operational performance.

To be successful, you will ideally bring:

• Experience leading customer service, customer support, service delivery or operational teams.
• A strong track record of coaching, mentoring and developing team members.
• Experience managing performance, KPIs and service standards.
• Strong stakeholder management, communication and problem-solving skills.
• The ability to analyse information, identify trends and implement improvements.
• A customer-focused mindset with a passion for delivering positive outcomes.

Highly Regarded

We welcome applications from leaders with experience in customer service, contact centres, operations, service delivery, fleet, automotive, financial services, insurance or other customer-focused environments.

Why Fleetcare?

• Ongoing leadership development and career progression opportunities
• Access to learning and development resources
• Supportive leadership team committed to your growth
• Employee Assistance Program
• Wellbeing initiatives
• Novated leasing benefits
• Modern Wangara office facilities
• Flexible working arrangements
• Supportive and collaborative team culture

If you are passionate about leading teams, improving performance, developing people and creating exceptional customer experiences, we would love to hear from you.

Fleetcare is an equal opportunity employer and encourages applications from a culturally diverse background.

Note: Shortlisted candidates will be required to undergo pre-employment background checks.