Customer Service Team Lead – Fleet Services NZ

About the role

Custom Fleet is seeking a Customer Service Team Lead for its Fleet Services division in Auckland. You will manage a multi‑channel contact centre and administration team of seven consultants, ensuring exceptional service and operational excellence for our New Zealand customers.

Key responsibilities

• Lead a team of seven Fleet Services Consultants, overseeing daily operations and performance.
• Track, evaluate and report on team and individual KPIs and SLA metrics.
• Drive process improvements, share best practices and lead project initiatives.
• Recruit, onboard, develop, engage and retain team members.
• Resolve escalations and collaborate with internal stakeholders to achieve optimal outcomes.
• Document processes, maintain policies and champion continuous learning.
• Ensure service requests are processed within expectations and provide hands‑on support when needed.

Required profile

• Proven people‑management experience in a contact‑centre or administration environment.
• Strong understanding of contact‑centre metrics and ability to analyse data for coaching and resource planning.
• Demonstrated ability to implement best practices that enhance customer experience and operational efficiency.
• Excellent communication, problem‑solving and stakeholder‑management skills.

Required skills