Team Lead - Fleet Partnership Solutions

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 ROLE
We are seeking a Team Lead to join the Custom Fleet team. In this pivotal role, you'll lead a team of Account Managers, driving exceptional customer service and client retention. Success will come through effective portfolio management, continuous process improvement, sharing best practices, and ensuring strong performance against Key Performance Indicators (KPIs) and overall business goals.

Essential duties:

• Provide account support and guidance to an assigned team of Account Managers, Senior and Associates (Account Management Team) to drive achievement of customer retention and penetration goals.
• Complete accountability for all people related activities including but not limited to recruitment, induction, onboarding, mentoring, development, engagement, and retention of the Account Management team.
• Level 1 Escalations (internal and external)
• Workforce Management including identifying right Account Manager in consultation with Relationship Managers, based on portfolio volume and squad structure
• Lead a high performing team and drive delivery of exceptional customer service to our customers
• Drive a culture of learning and best practice knowledge sharing across all FPS teams to accelerate capability development and to mitigate single-point sensitivity.
• Engage and collaborate with internal stakeholders to drive customer centric outcomes
• Work with other FPS Team Leads to drive consistency of process across ANZ with the Customer in mind, as well as adopting a collaborative and effective operating rhythm with Relationship Managers and Regional Leaders ensuring a one team approach in striving for growth and superior customer service.
• Actively drive a culture of metrics, early escalation & intervention where there is risk of customer dissatisfaction in our process and be accountable to resolve with a long-term view.
• Actively drive the Asset Replacement Program (ARP) across the team to ensure high customer touch points, strong quoting activity, reduction in inertia contracts and strong replacement orders against target.
• Assist teams by consulting on, and providing expertise and solutions for, client ad hoc reporting requests, as well as timely delivery of all customer reporting.
• Create a culture of meritocracy, accountability, and customer centricity, promoting our Custom Fleet Values & Customer Experience (CX) attributes in adherence to Custom Fleet’s performance management processes.
• Partner with the IT team to assist with the roll-out of new processes within FPS and engage assigned team to drive employee adoption.
• Proactively support the Account and Relationship Managers in the implementation of new clients to the portfolio, including correct set up of all templates to aid accurate quoting.
• Assist the Relationship team in closing growth and retention opportunities and ensuring that all efforts are made to keep the Relationship Managers in the field in front of clients.
• Lead strategic initiatives to streamline process improvements, and unlock productivity/efficiency gains,

Other duties:

• Develop and maintain a network of internal resources across functions.
• Build customer and supplier networks, representing Custom Fleet at industry events.

Education & Experience

Essential:

• 2-5 years relevant team management/leadership experience, preferably in a B2B service environment.

Other:

• Equivalent relevant experience will be considered in lieu of a degree.

ABOUT YOU

The successful candidate will portray the following:

Essential:

• Ability to make sense of complex, high-volume, and sometimes conflicting information to solve problems effectively.
• Application of business and market understanding to drive organizational goals.
• Strong relationship-building skills and a commitment to delivering customer-focused solutions.
• Willingness to take on new opportunities and challenges with energy, urgency, and enthusiasm.
• Skill in prioritizing and organizing work to align with broader goals and deliver results.
• Accountability for personal responsibilities and encouraging accountability in others.
• Collaborative mindset and ability to build effective partnerships to achieve shared objectives.
• Clear and tailored communication across different audiences and situations.
• Honesty, integrity, and authenticity that foster trust and confidence in others.
• Comfort and effectiveness in engaging with individuals from diverse backgrounds.
• Proactive networking and relationship-building both within and outside the organization.
• Flexibility and adaptability to adjust approaches in response to changing circumstances.

Other:

• Business insight – Applies knowledge of business and the marketplace to advance organisational goals.
• Interpersonal savvy – Relates openly and comfortably with diverse groups of people.

FOR YOU

We offer industry leading 'Custom Perks' including:

• Annual performance bonus
• Take 5 program – potential to earn an extra week of annual leave
• Collaborative Hybrid work environment – 3 days in office
• Company funded social events
• Dress for your day policy
• Employee discounts
• Intersection – our Diversity Network
• Cultural Leave swap
• 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.