Team Leader Customer Advocacy

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Government Full time

Team Leader Customer Advocacy - Customer Contact Group Rōpū Whakapā Kiritaki - Fixed Term to April 202- Join the Te Amorangi Mātauranga Matua, the Tertiary Education Commission (TEC) Customer Contact Group whānau.


  • Take your passion for customer service and people leadership business to the next level.
  • An opportunity to make real difference as a Team Leader in a high trust organisation.


The customer advocacy teams are a bridge between TEC and our customers and use their knowledge to advocate for customers and how our changes and process improvements can be best designed to meet our/their needs.

We are a part of the TEC Customer Contact Group - an innovative and energetic team focused on delivering excellent customer service to our key customers - tertiary education providers and learners.

Reporting to the Team Manager, Customer Advocacy, the Team Leader Customer Advocacy supports and manages their team of Customer Advisors who manage Fees Free escalations and have overall responsibility for the TEC complaint management framework.

Focused on direct team leadership and have accountability for leading the team, being the escalation point for team member queries, evaluating team members' performance, and for providing one-to-one and small group coaching and training.


He angitūtanga:
About the Role

This is a fixed term or secondment opportunity - parental leave backfill.

  • Identifying and implementing processes and practices that improve operational effectiveness, customer experience and service outcomes.
  • Being the point of escalation, always willing to step in with a difficult customer/problem to support team members when they need help.
  • Managing the distribution of Fees Free escalations and appeals to appropriately skilled advisors and offering support and coaching as needed.
  • Owner of the TEC complaint management framework and leading the work programme to return Complaint Management framework to CCG.

He kōrero mōu:
What we are looking for

  • Experience leading and developing a team
  • Understanding of the specialist demands of the contact centre environment and how to support and manage a team in that environment
- knowledge and experience of contact centre technologies (e.g., Genesys), policies, metrics, best practice, regulations, and risk management

  • Knowledge and experience of a complaints management framework
  • Understanding of how CCG operates within TEC or proven ability to quickly learn a new business

Ngā āhuatanga kei a mātou:
What's in it for you

  • Three additional (TEC Days) leave days
  • A range of benefits including flexible working options, a wellness programme.
  • A motivated and supportive leadership team and manager, keen to make the most of your skill set.
  • Remuneration $105k + depending on skills and experience.

Me pēhea te tuku tono:
How to Apply
Applicants must have the ability to obtain and maintain the legal right to work in New Zealand.

Prior to the Tertiary Education Commission confirming any offer of employment, pre-employment checks will be undertaken including criminal conviction history and reference checking as a minimum.

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