Fleet Services Team Lead

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 Custom Fleet, 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 Fleet Services Team Lead to be based in our Auckland office. This role will be delivering account support to the Fleet Services Consultants team, ensuring the consistent achievement of exemplary customer service standards.

As a people leader, you will be responsible for coaching and mentoring team members to ensure an optimal customer experience. In addition, this role has accountability for all people related activities including but not limited to resourcing, recruitment, induction, onboarding, development, engagement and retention of employees.

Essential duties:

• Lead the implementation of process improvements, best practice sharing, and project management initiatives for the assigned team, as required.
• Own all Balanced Scorecard metrics related to Operational Effectiveness and Efficiency within the team.
• Promote a culture of measurement by tracking and publishing results against business goals.
• Take accountability for people-related activities, provide support and guidance to the Fleet Services NZ team providing best-in-class service and operational performance.
• Ensure all processes are clearly documented, with associated policies and procedures stored in an easily accessible location. For complex processes, develop video-based guides that are simple for staff to follow.
• Champion a culture of continuous learning and knowledge sharing across all teams.
• Foster a workplace culture grounded in meritocracy, accountability, and customer centricity, aligned with Custom Fleet's performance management framework.
• Direct workflow process improvements to enhance team capacity and operational efficiency.
• Ensure service requests are processed in line with expectations, providing hands-on support to the team when needed.
• Deliver exceptional customer service to all clients.
• Support the onboarding and implementation of new clients into the portfolio.

Other duties:

• Collaborate with the IT team to support the rollout of new processes within Operations and actively engage the assigned team to drive employee adoption.
• Perform any other duties as required.

Education & Experience

• Bachelor's degree in a business-related discipline preferred. Equivalent and relevant team leadership or management experience will be considered in lieu of formal qualifications.
• 2–5 years of team management or leadership experience, ideally within a B2B service environment.

ABOUT YOU

The successful candidate will portray the following:

Essential:

• Proven people management skills with the ability to motivate, lead, and develop high-performing teams.
• Skilled in identifying and implementing the best practice solutions to enhance customer experience and strengthen competitive positioning.
• Strong customer-centric mindset with the ability to anticipate needs and deliver proactive service.
• Effective relationship builder, able to engage with internal stakeholders across departments to ensure seamless and efficient customer experience.
• Demonstrated ability to perform under pressure, meet tight deadlines, and work independently with minimal supervision.
• Process-oriented, with the capability to manage multiple workflow steps and coordinate with various stakeholders.
• Excellent written and verbal communication skills, with the ability to convey clear and concise messages to diverse audiences.

Other:

• Intermediate proficiency in Microsoft PowerPoint, and advanced proficiency in Microsoft Word and Excel.
• Strong understanding of the full suite of fleet leasing products, including their applicability, features, benefits, and emerging technologies in the sector.

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
• Gender-neutral Parental Leave - 12 weeks paid entitlement
• 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.

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 Values, 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  or call our Customer Service Team on 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.