Account Manager

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. ABOUT THE ROLE We are seeking an Account Manager who is passionate about the fleet industry, customer service and is results orientated. This role is focused on providing outstanding service to several high‑profile customers. The ideal candidate will be part of a great supportive team who share a passion for quality, performance, and overall customer satisfaction. RESPONSIBILITIES Executes and prioritises daily enquiries, complex or routine, in accordance with client’s policies, procedures and priorities (including quoting, ordering, tolls, infringements, registration enquiries, inventory management, client updates, reporting and project management). Applies knowledge and understanding of assigned client business and fleet requirements – including the programs they subscribe to, pricing templates, fleet policy, ordering profiles etc. Collaborates with other departments including TPE, Strategic Consulting, Pricing, Risk and Accident Management to deliver seamless client experiences. Acts as the initial point of contact for customer issues and collaborates with internal stakeholders to ensure resolution and best client experience. Builds relationships as an effective business partner, providing backup to other Account Managers in support of their assigned portfolios during absences or other circumstances. Ensures compliance of KPIs and SLAs with customers, suppliers and internal stakeholders. Supports Relationship Manager in driving profitable volume growth through effective ARP (Asset Replacement Plan) management, identification and delivery on volume growth and product opportunities, including Telematics, Novated Leasing (AU), Accident Management, Tyres and Maintenance and EVs. Assists Relationship Managers in closing growth and retention opportunities, ensuring more time for Relationship Managers to be in the field. Manages lease term deviations (modifications) to maximise vehicle utilisation with minimal over‑ or under‑utilisation. Delivers best‑in‑class service to delight and retain existing and prospective customers demonstrated through improved NPS. Fosters improved cross‑department collaboration & communication to create better customer outcomes. OTHER DUTIES Develops and maintains a network of internal resources across functions. Works closely with counterparts to ensure that all best practices are shared and implemented. Builds customer and supplier network, representing Custom Fleet at industry events. Ensures on‑time delivery of customer reporting and assists with Fleet Office training for customers. Enhances our Environment, Social and Governance agenda to make a difference in sustainability, diversity & inclusion and satisfaction and safety. EDUCATION & EXPERIENCE Ideally 2 to 5 years of relevant Customer Service / Account Management experience, with a track record of building and maintaining trusted customer relationships. Experience working with internal stakeholders to work on proposals and solve issues. Successful record of contributing to optimisation and growth of existing customer accounts. Needs identification; used information to ensure customers’ real needs are addressed. Operational Excellence – accountable for driving operational excellence and a strong understanding of processes required to do so. Intermediate to Advanced proficiency in Microsoft PowerPoint, Word and Excel. OTHER SKILLS Business communication of complex concepts to suit audience needs. Matrix Management – managed flow of information across company to facilitate quick decision making and support sales process. Product Knowledge – pursued, developed and applied knowledge of company products; identified key points of differentiation and competitive advantage during the sales process. ABOUT YOU Manages Complexity – makes sense of complex, high‑quantity, and sometimes contradictory information to solve problems effectively. Customer Focus – builds strong customer relationships and delivers customer‑centric solutions. Action Oriented – takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm. Plans and Aligns – plans and prioritises work to meet commitments aligned with organisational goals. Ensures Accountability – holds self and others accountable to meet commitments. Collaborates – builds partnerships and works collaboratively with others to meet shared objectives. Communicates Effectively – develops and delivers multi‑mode communications that convey a clear understanding of the unique needs of different audiences. Instills Trust – gains the confidence and trust of others through honesty, integrity and authenticity. Situational Adaptability – adapts approach and demeanor in real time to match shifting demands of different situations. Business Insight – applies knowledge of business and the marketplace to advance the organisation’s goals. Interpersonal Savvy – relates openly and comfortably with diverse groups of people. Builds Networks – effectively builds formal and informal relationship networks inside and outside the organisation. FOR YOU Annual performance bonus. Take 5 program – potential to earn an extra week of annual leave. Gender‑neutral Parental Leave – 12 weeks paid entitlement. Company‑funded social events. Dress for your day policy. Intersection – our Diversity Network. Cultural Leave swap. Ongoing investment in your growth including access to our digital learning platform – Degreed. Reward and recognition programmes. 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 Values, 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 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. #J-18808-Ljbffr