RaD Car Hire Christchurch is seeking a motivated and experienced Customer Care Team Lead / Supervisor to manage day-to-day operations across both the Customer Care Service Team and the Fleet Team at our busy airport branch. This full-time role offers a guaranteed minimum of 30 hours per week, worked on rostered shifts, including weekends and public holidays.

 

Job Description and Key Responsibilities

You will be responsible for frontline service quality, staff coordination, and fleet readiness while ensuring operational efficiency and customer satisfaction.

Key responsibilities include:

• Developing and reviewing policies, programs, and procedures concerning customer relations and the delivery of an excellent operational service

• Ensuring operational efficiency within both the Customer Care Service Team and the Fleet Team

• Providing direction, coaching, and performance feedback to team members

• Assisting with staff recruitment, onboarding, and training to maintain service quality

• Managing, motivating, and developing staff who deliver frontline customer services

• Planning and implementing after-sales services to follow up on customer satisfaction, evaluate service outcomes, and improve offerings

• Liaising with other organisational units, service agents, and customers to identify and respond to expectations or service issues

• Supervising and leading daily operations across customer service and fleet functions

• Building and managing rosters and workflow planning to ensure team coverage and operational readiness

• Handling escalated customer complaints and complex issues with professionalism and efficiency

• Overseeing customer bookings, check-ins, and communication processes

• Coordinating grooming, servicing, and allocation of a fleet of over 120 vehicles

• Maintaining accurate operational records and generating performance reports 

• Monitoring team performance using CRM programs and reporting tools

• Ensuring compliance with health & safety regulations and company operational standards

• Providing leadership coverage in the absence of the Branch Manager

Skills, Experience, and Qualifications Required

• Minimum 2 years of experience in a customer service environment

• At least 6 months of experience in the rental car industry or similar service role

• Proven supervisory or team leadership experience

• Strong communication, customer service, and problem-solving skills

• Proficient in CRM programs and Microsoft Office (Excel, Word, Outlook)

• Skilled in rostering, reporting, and fleet coordination

• Clean full New Zealand driver’s licence (required)

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