Salary: $110,000 – $110,000 per year

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 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 Passenger Service and Maintenance Manager to join the Custom Fleet team. In this pivotal leadership role, you'll lead the Passenger Service Control team across Australia and New Zealand, driving high-quality, efficient and customer-centric service and maintenance outcomes.

This role plays a critical part in ensuring the seamless delivery of vehicle servicing, maintenance and repair activities across our supplier network. You will be responsible for balancing strong operational execution with a focus on customer experience, cost control and continuous improvement. Working closely with internal stakeholders and external partners, you will drive consistency, performance and innovation across the function.

Success in this role will come through strong leadership, data-driven decision making, effective workforce management and a continuous improvement mindset. You will play a key role in uplifting capability, embedding best practice processes, and leveraging technology and automation to enhance efficiency and service outcomes.

Essential duties:

• Lead and develop Passenger Service Control team across ANZ.

• Oversee servicing, maintenance and repair authorisations.

• Manage resources across to meet SLA’s across multiple channels.

• Monitor operational performance (service levels, turnaround times, volumes).

• Manage escalations and complex service issues.

• Drive cost control, compliance and process efficiency.

• Coach and train team members and uplift capability.

• Use data insights to improve performance and customer outcomes.

• Lead continuous improvement and automation initiatives (including AI).

• Manage supplier relationships and ensure service standards are met.

• Ensure timely resolution of complaints and risk incidents.

Other duties:

• Build strong internal and external stakeholder relationships.

• Represent the function in projects and working groups.

Education & Experience

Essential:

• Strong leadership experience in service or operations environments.

• Proven track record of delivering process improvements.

• Excellent communication and stakeholder engagement skills.

Other:

• Degree in Business or related field (or equivalent experience).

• Tool of trade or heavy vehicle and plant equipment knowledge desired.

• Fleet or automotive experience advantageous.

ABOUT YOU

The successful candidate will portray the following:

Essential:

• Strong leadership and coaching capability.

• Customer-focused mindset with commercial awareness.

• Strong problem-solving and analytical skills.

• Ability to manage competing priorities in a fast-paced environment.

• Excellent stakeholder communication skills.

Other:

• Business insight - applies knowledge of business and the marketplace to advance organisational goals.

• Interpersonal savvy - relates openly and comfortably with diverse groups of people.

FOR YOU

We offer industry leading 'Custom Perks' 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

• 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.

NEXT STEPS
Should you progress to the following stage, Spark Hire will contact you via email with instructions to complete a one‑way video interview.

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 careers@customfleet.com.au 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.