Passenger Service Controller

ABOUT US
At Custom Fleet we’ve been using our smarts to make the complex simple for over 40 years. It’s the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today.

When you join the Custom Fleet family, you’re joining a business that is Going Places. With Us, what you do and who you are matter. Being part of our diverse crew means you’ll feel welcome, empowered, and have lots of fun celebrating our success (and that sure does feel good!). We are a crew of accountable go-getters on a journey of continuous improvement – we collaborate and support each other, working hard to win for our customers, for our business, and for each other. Whilst winning isn’t everything, we are proud of our success and love it when we reach the #1 spot.

ABOUT THE ROLEWe are seeking a Passenger Service Controller to provide maintenance fleet management support to the Custom Fleet business. You will manage and authorise vehicle maintenance and repair work across our Australian and New Zealand supplier network, ensuring cost‑effective outcomes and minimising vehicle downtime.

Essential Duties

• Review and issue work authorities across the Australian and New Zealand national repairer network

• Negotiate maintenance and repair costs and prevent unnecessary upsells

• Adhere to KPIs including call, mailbox and processing volumes along with savings targets

• Act as a subject matter expert for passenger and light commercial fleet products

• Build and maintain supplier and client relationships

• Process and approve maintenance invoices and payments

• Maintain manufacturer pricing and discounts

• Ensure vehicle warranties are adhered to

• Minimise vehicle downtime

• Monitor vehicle breakdowns and resolve exceptions

• Support Sales and Relationship Managers

• Assist with compliance documentation

Other Duties

• Support the Commercial Service Control team as required
• Other tasks as needed to support business outcomes

Knowledge & Competencies

Essential

• Trade‑qualified motor technician
• Strong team player
• Analytical and data interpretation skills
• Fleet management industry understanding
• Excellent communication skills

Other

• Certificate III Light Vehicle Technology
• Intermediate proficiency in Microsoft PowerPoint, and advanced proficiency in Microsoft Word and Excel.

Education & Experience

Essential

• Higher School Certificate or equivalent
• Certificate III Light Vehicle Technology
• Prior mechanical experience

Other

• Customer service experience highly desired
• Heavy/commercial vehicle experience highly regarded

FOR YOU
We offer industry leading 'Custom Perks' including:

• Annual performance bonus
• Take 5 program – potential to earn an extra week of annual leave
• Gender-neutral Parental Leave - 12 weeks paid entitlement
• Company funded social events
• Dress for your day policy
• Employee discounts
• Intersection – our Diversity Network
• Ongoing investment in your growth including access to our digital learning platform – Degreed
• Reward and recognition programs
• Volunteer and community engagement opportunities
• Wellbeing leave

HOW TO APPLY
Please submit your resume and cover letter by clicking ‘Apply Now’.

At Custom Fleet we are committed to growing a team made up of diverse people, skills, and experiences. We encourage applications from all backgrounds, communities, and industries.

NEXT STEPS
Should you progress to the following stage, Spark Hire will contact you via email with instructions to complete a one‑way video interview.

OUR DIVERSE CREW
Research shows that women and people of diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this, you’re not sure you tick every single criteria box, but have the passion to get behind our Ways of Working, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you! If you have a disability that requires support including an alternate job ad format, interview arrangements or adjustments, please let us know by emailing our recruitment team at [email protected] or call our Customer Service Team on [1800 812 681](tel:1800 812 681) - they will take your details and arrange for a return call from a member of the Talent Team.

Unlawful Conduct Commitment 
Custom Fleet is dedicated to maintaining a culture of respect where there is zero-tolerance of any form of discrimination, harassment, and victimisation. We are committed to eliminating unlawful conduct in the workplace and uphold the highest standards of ethical behaviour and compliance with applicable laws and regulations.

Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.