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 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.

Essential duties:

• 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.

Education & Experience

Essential:

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.

Other:

Proficiency in MS Office (Word, Excel, PowerPoint.

While experience in accident management and insurance claims.

ABOUT YOU

The successful candidate will portray the following:

Essential:

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 the unique needs of different audiences.

Gaining the confidence and trust of others through honesty, integrity, and authenticity organisation.

Other

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.

FOR YOU

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

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 Ways of Working, 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 [email protected] or call our Customer Service Team on 1800 812 681 - 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.