Customer Experience Team Leader
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Job Summary
At Splendwereon a mission to fundamentally change the way people own andoperatea vehicle. With a strategic focus on rideshare we provide our customers with straightforward no-strings-attached access to vehicle ownership. But wearentjust about fast-tracking the transition to green mobility leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
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 everydriverinteraction into an exceptional experience.
Youreenergisedby juggling peoplecustomersand fleet operations in a fast-paced environment.
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. Youll 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 Splends 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.
Leadcoachand support a small team to deliver operational excellence and outstanding customer service
Conduct regular feedback and development conversations with team members
Build a collaborative customerfocussedwork 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 exchangesreturnsand fleet management
Monitor fleet readiness maintenanceschedulesand vehicle availability
Identifyprocess improvements and ensure compliance with company policiesproceduresand safety standards
A full unrestricted Australian DriversLicence
Proven experience in an operations retail or service management role ideally in automotivelogistics 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
Bonus scheme: Opportunity to earn based on your performance
Day off for your Birthday!
Salary packaging with 15% employer contributions for Electric Vehicles
Dedicated Learning & Development platform
Employee Assistance Program
Socials: budget for team andcompany widesocial initiatives
Intro with our Talentteamtounderstandyour backgroundaspirationsand answer your questions.
Interview with the hiring manager to discuss your experience and how it aligns with this role.
Where it applies well ask you to complete a practical case study.
Final interview to discussSplendslong-term vision and to check any remaining questions.
At Splend we value diversity and inclusion and consider it key to our success. Were dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race gender age sexual orientation religion and ability seeking diverse perspectives to drive us forward.
If this role sounds like you but youre not quite sure if you meet every requirement apply anyway. Were interested in the whole person - your attitude your potential and what youd bring to the team - not just a checklist of credentials. Wed rather hear from you than have you talk yourself out of it.
When you apply let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.
Required Experience:
Manager
About Company
Change the way you own your rideshare vehicle for good with Splend. All-Inclusive vehicle packages for your Uber journey, in one easy weekly payment.
