Customer Service Team Leader

About the role

Fleetcare is seeking an experienced Customer Service Team Leader to lead a high‑performing team across multiple service channels. You will work closely with Operations Management and other stakeholders to build capability, enhance service delivery and drive continuous improvement.

Key responsibilities

• Lead, coach and develop the team to deliver exceptional customer service and achieve strong performance outcomes.
• Oversee day‑to‑day 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.

Required profile

• Proven experience leading customer service, support or operational teams.
• Strong track record of coaching, mentoring and developing team members.
• Experience managing performance, KPIs and service standards.
• Excellent stakeholder management, communication and problem‑solving skills.
• Ability to analyse information, identify trends and implement improvements.
• Customer‑focused mindset with a passion for delivering positive outcomes.

What we offer

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