Customer Service Team Leader: Lead, Coach & Optimize CX

Fleetcare; Western Australia; On-site; AUD 110,000 - 130,000; Full time

Benefits offered by this job

Leadership development

Career progression

Learning resources

Employee Assistance Program

Novated leasing

Flexible working arrangements

Collaborative team culture

Job summary

Fleetcare is seeking an experienced Customer Service Team Leader to guide a high-performing team across multiple service channels and work closely with Operations Management to build capability and continuously improve customer outcomes.

This hands-on leadership role focuses on coaching, performance management and collaboration to deliver exceptional service and drive operational performance within a growing national organisation.

Qualifications

• Experience leading customer service or service delivery teams.
• Proven coaching and development abilities.
• Experience managing KPIs and service standards.
• Strong stakeholder management and communication skills.
• Analytical mindset with ability to identify trends and improvements.
• Customer-focused mindset with passion for positive outcomes.

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 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.

Skills

Leadership

Coaching

Stakeholder management

Performance management

Data/ KPI analysis

Customer focus

Problem solving

Job description

Fleetcare is seeking an experienced Customer Service Team Leader to guide a high-performing team across multiple service channels and work closely with Operations Management to build capability and continuously improve customer outcomes.

This hands-on leadership role focuses on coaching, performance management and collaboration to deliver exceptional service and drive operational performance within a growing national organisation.