Job Description

Job Category: Call Centre and Customer Service

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About Us

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

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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.

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Job Description

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About the Role

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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.
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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.

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Key Responsibilities

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



suppliers and internal stakeholders to resolve issues and deliver customer‐centred solutions.
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Desired Skills and Experience

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What You Will Bring

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

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You will ideally demonstrate:

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

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

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- Ongoing professional development and training opportunities
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- Genuine investment in growth opportunities
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- Access to learning and development resources
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- Employee Assistance Program
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- Novated leasing benefits
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- Flexible working arrangements
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- Supportive and collaborative team culture
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If you are passionate about leading teams, improving performance, developing people and creating exceptional customer experiences, we would love to hear from you.

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Fleetcare is an equal opportunity employer and encourages applications from a culturally diverse background.

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Note: Shortlisted candidates will be required to undergo pre‐employment background checks

📌 Customer Support Team Leader (Perth)
🏢 Fleetcare
📍 Perth