Customer Experience Team Leader
You'll be excited to work in this role if…
You love leading from the front - coaching a small, hands-on team while staying close to the day-to-day action.
You get a kick out of turning every driver interaction into an exceptional experience.
You're energised by juggling people, customers and fleet operations in a fast-paced environment.
About the role
Based out of our Brisbane Hub, the Customer Experience Team Leader will manage a small, hands-on customer experience team, ensuring every driver receives an exceptional experience. You'll oversee day-to-day team operations, manage customer relationships, and ensure the fleet runs efficiently - coaching and supporting the team to deliver a smooth, professional and customer focused service that aligns with Splend's commercial and operational goals. This role has a direct impact on customer satisfaction and fleet readiness within the hub, balancing hands-on service delivery with team leadership and continuous improvement.
What you'll be doing
Lead, coach and support a small team to deliver operational excellence and outstanding customer service
Conduct regular feedback and development conversations with team members
Build a collaborative, customer focussed work environment
Ensure every driver visiting the hub receives an exceptional experience
Maintain high customer satisfaction by resolving issues quickly and effectively
Oversee team operations including vehicle exchanges, returns and fleet management
Monitor fleet readiness, maintenance schedules and vehicle availability
Identify process improvements and ensure compliance with company policies, procedures and safety standards
What you'll bring to Splend
A full, unrestricted Australian Driver's Licence
Proven experience in an operations, retail, or service management role, ideally in automotive, logistics, or a customer-facing environment
Strong leadership and people management skills, with a hands-on, lead-by-example approach
Qualification or training in retail, customer service, or team leadership highly regarded
Experience managing fleet or vehicle-based operations in a fast-paced, multi-priority customer service environment