Account Manager Team Lead

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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\u2019ll 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 KPIs and overall business goals.
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.
Workforce Management including identifying right Account Manager in consultation with Relationship Managers, based on portfolio volume and squad structure
Manage the team to drive 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.
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.
Any other duties as required.
Other duties
Level 1 Escalations (internal and external)
Supporting marketing initiatives, as and when appropriate.
Education & Experience
2-5 years relevant team management/leadership experience, preferably in a B2B service environment.
Equivalent relevant experience will be considered in lieu of a degree.
ABOUT YOU
The successful candidate will portray the following –
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.
FOR YOU
We offer industry leading \u2018Custom Perks\u2019 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
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\u2019t 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\u2019re 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 emailingour recruitment team at (emailprotected) 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.
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Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?
How many years' experience do you have as an account manager?
How many years' experience do you have in a client services / account management role?
How many years of recruitment experience do you have?
Do you have customer service experience?
How many years of people management experience do you have?
How many years' experience do you have in a consulting role?
Do you have experience in a role which requires relationship management experience?
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.
Perks and benefits Annual performance bonus An extra week of annual leave & wellbeing day Hybrid work environment – 3 days in office Company funded social events Dress for your day policy Intersection – our Diversity Network Cultural Leave swap Volunteer and community engagement opportunities
To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.
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