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Customer Care Team Leader

2 months ago

Manukau, Auckland, New Zealand Genesis Energy NZ Full time

Reference # Posted on- 21 Aug 2023- Closes on- 28 Aug :55- Location(s)- Auckland, Hamilton, Huntly, Taranaki, Tuai, Tokaanu, Christchurch, Tekapo, Wanaka, Nelson- Expertise- Customer Service- Job level(s)- Experienced- Work type(s)- Permanent full-timeGenesis, and the wider industry is experiencing fundamental change through the divergence of energy management technology, as we strive to make a genuine impact in combating climate change, changing the way in which we operate and the services we provide to our customers.


About the role:


As our Customer Care Team Leader, you will lead a variety of in-office and at-home Customer Care Representatives (up to 20), who you will support to consistently provide magic moments and distinctive experiences to our customers.

You will use your wealth of coaching experience to lift the capability of your team, getting the basics right and delivering a duty of care that is second to none for our customers.


Key responsibilities:

  • Embrace remote leadership, leveraging technology to ensure your team are connected and high performing
  • Oversee daytoday operations and provide regular support and encouragement to keep team members motivated
  • Take full accountability for driving performance KPIs and quality conversations, creating a successful first resolution culture while empowering the team to deliver exceptional customer experiences
  • Build strong working relationships with internal and external stakeholders and confidently handle escalations to ensure positive outcomes for our customers
  • Complete team audits on key indicators and deliver key compliance requirements
  • Supporting internal teams in delivering improved customer experiences across channels by providing insights gained from your Customer Care Representatives

About you:

  • 3+ years' experience leading large teams of 15 people or more
  • Proven results in all areas of leadership, including coaching and capability growth, escalation management, performance management and continuous improvement
  • Experience in a KPI or targetdriven environment
  • Ability to deliver incentive performance targets, such as cross sale and contracting
  • Team player attitude with a collaborative approach to work
  • Experience across projects delivering continual improvements in social channels would be an advantage

The hours, location and benefits:

This is permanent, full-time role.

Our main contact centre is based in Hamilton, but we're open to hearing from applicants who are based further afield and would need to work hybrid/remotely.


We can also offer:

  • Monday
  • Friday hours with some flexibility between 8am and 6pm
- $100 a year towards your health & wellbeing

  • The opportunity to give back you'll receive 1 day of paid volunteer leave a year
  • Peace of mind for you and your family: we offer income protection and life and Southern Cross health insurance

Our culture:

At Genesis, we are a values-based organisation. We offer our staff with a strong remuneration and benefits package, a collaborative, fun culture, and ongoing development opportunities.

You will work in a dynamic, close-knit environment, under supportive management, with a real opportunity to learn from some industry experts.

If this sounds like you, please

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