About Us

As Australia's largest independent fleet management solutions provider, Fleetcare delivers innovative and tailored fleet management and leasing solutions to organisations across Australia.

Our people are at the heart of our success, and we are committed to creating an environment where team members are empowered to contribute, develop and make a meaningful impact.

About the Role

As the Customer Support Team Leader, you will be responsible for overseeing the day-to-day operations of the Customer Support and Registrations teams while driving performance, capability and continuous improvement. 

You will lead a team responsible for supporting customers across multiple service channels, while ensuring operational efficiency, service quality, regulatory compliance and team engagement remain at a high standard.

Working closely with Operations Department Management and the wider business, you will play a key role in building capability, enhancing service delivery, improving operational performance and supporting Fleetcare's continued growth.

Key Responsibilities

• Lead, coach and develop the Customer Support and Registrations teams to deliver high-quality service and strong customer outcomes.
• Oversee day-to-day team operations, workload allocation, service delivery priorities and escalation management.
• Provide hands-on support and coverage during periods of operational need where no other suitable resourcing solution is available.
• Monitor performance, quality and service standards, using reporting and insights to identify opportunities for improvement.
• Support team capability through coaching, feedback, training, communication and knowledge sharing.
• Drive continuous improvement across customer support processes, documentation and service delivery practices.
• Build strong working relationships with customers, suppliers and internal stakeholders to resolve issues and deliver customer-centred solutions.

What You Will Bring

Success in this role requires strong leadership, analytical thinking, coaching capability and a passion for developing people and improving customer outcomes.

You will ideally demonstrate:

• Proven experience leading customer service, operations or service delivery teams.
• Strong coaching, mentoring and people leadership skills.
• Experience managing KPIs, service levels and operational performance.
• Ability to analyse data and translate insights into action.
• Experience in quality assurance, performance coaching and employee development.
• Strong communication and stakeholder management skills.
• Excellent organisational and workload management capability.
• Experience implementing process improvements and driving change.
• Confidence using CRM systems, Microsoft Office and reporting tools.
• A proactive, solutions-focused approach with strong attention to detail.

Highly Regarded

• Experience within fleet management, automotive, transport, registrations, insurance or related industries.
• Experience leading multi-functional service teams.
• Experience developing procedures, training resources and operational documentation.
• Experience managing supplier relationships and service providers.

What We Offer

• Ongoing professional development and training opportunities
• Genuine investment in career growth
• Access to learning and development resources
• 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.

Apply now and help shape the future of Customer Support at Fleetcare.
 

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