Accident Management Team Leader

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.

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.

We are seeking an Accident Management Team Leader to work across Australia and New Zealand. This role is responsible for ensuring high quality service delivery, optimising claims processes, and driving continuous improvement. As a people leader with 10 direct reports, the incumbent 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. The successful candidate will lead a team focused on minimising vehicle downtime and enhancing customer satisfaction.

• Lead the end-to-end delivery of Accident Management Services (AMS) across Australia and New Zealand.
• Drive team performance through clear metrics, coaching, and effective communication.
• Prioritise claim workloads and ensure proactive communication to reduce delays.
• Oversee the recovery and settlement of claims, including heavy commercial and specialised cases.
• Ensure consistent, empathetic, and professional customer service.
• Analyse operational data to inform decisions and address performance gaps.

Other duties:

• Maintain strong relationships with internal teams and external repair networks.
• Identify and pursue additional income opportunities within AMS and the repair network.

• Minimum 5 years of proven leadership experience in team management or supervisory role.
• Strong customer service background, ideally within a B2B environment.
• Demonstrated ability to interpret and act on detailed data and performance metrics.
• High level of integrity, confidentiality, and resilience.
• Tertiary qualifications in business or a related field are highly regarded; equivalent experience will be considered.
• Strong leadership and team motivation skills.
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Experience in accident management and insurance claims is advantageous.

• Ability to manage multiple priorities in a fast-paced environment.
• Customer-centric mindset with strong problem-solving capabilities.
• Ability to build trust-based relationships with internal and external stakeholders.
• Planning and prioritising work to meet commitments aligned with organisational goals.
• Building partnerships and working collaboratively with others to meet shared objectives.
• Developing and delivering multi-mode communications that convey a clear understanding of different audiences.
• Gaining the confidence and trust of others through honesty, integrity, and authenticity in the organisation.
• Effectively building formal and informal relationship networks inside and outside the organisation.
• Applying knowledge of business and the marketplace to advance the organisation's goals.

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
• Collaborative Hybrid work environment – 3 days in office
• Company funded social events
• Dress for your day policy
• 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

Please submit your resume and cover letter by clicking 'Apply Now'.

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

We are committed to building a diverse and inclusive team. If you require an alternate job ad format, interview arrangements, or adjustments, please email careers@customfleet.com.au or call our Customer Service Team on 1800 812 681 to arrange a return call from a member of the Talent Team.

Custom Fleet is dedicated to maintaining a culture of respect with zero tolerance for discrimination, harassment, and victimisation. We 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.

Your application will include the following questions:

• How many years of experience do you have as a Management Team Leader?
• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?