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Team Leader Customer Support

2 months ago

Manukau, Auckland, New Zealand New Zealand Government Full time
Mō te tūnga | About the role

As the Team Leader, you will be responsible for managing a team of customer support agents to assist and provide service to military and civilian staff.

You will bridge the gap between our military and civilian teams to ensure timely customer service to our stakeholders.

A typical day will involve:

  • Daytoday management of the customer support team;
  • Allocation of work for customer service agents;
  • Overseeing the consistent delivery of all high quality administrative and business support services;
  • Troubleshooting for and supporting team members;
  • Regular engagement with key stakeholders/customers/command; and
  • Fostering and building relationships with Defence Shared Services Group and wider NZDF contacts.
Ngā pūkenga me ngā wheako | Skills and Experience
We are looking for someone with a passion in leading teams and a growth mind-set. You will be a confident communicator and have the ability to liaise with a diverse range of internal stakeholders/customers. Planning, organisation and strong administration skills are key to the role.

You will demonstrate:

  • A strong people and customer focus;
  • The ability to effectively communicate with diverse range of people, from military to civilian;
  • A cando, problem solving attitude with a willingness to learn;
  • Confidence in leading and managing a small team;
  • Planning and organisation skills;
  • Process and customer experience improvements using workflows and modern technology;
  • Proficient use of MS Office suite (would be advantageous);
  • Familiarity with SAP system (desired but not essential);
  • Previous experience providing training to staff members (would be advantageous)'
  • Customer service team lead or office administration/management background and/or similar experience; and
  • The ability to motivate, empower and foster a positive team culture.
Mō mātou | About Us

The Defence Shared Services Group (DSSG) is responsible for delivering a range of shared services across the motu for NZDF.

DSSG has recently embarked on a new direction with the purpose of modernising shared services to tautoko our people's operational readiness.

We have a planned, collaborative approach to delivering improvements to optimise essential shared services for NZDF.

We are focussing on customer experience and needs as we deliver consistent, cost-effective, efficient and effective services across the motu for NZDF.

We are ambitious to deliver changes at pace, so you'll need to be change-ready and enthusiastic.

"Match fit" looks like both a sprint and a marathon - so your ability to adjust pace will be appreciated.

Every hour of every day, 365 days of the year, the New Zealand Defence Force is contributing to the defence, security and well-being of Aotearoa / New Zealand.

As a modern, professional military, it is our goal to maintain well-trained, equipped and disciplined armed forces that can react to crisis at short notice.

Nōu te rourou | What's in it for you
In return for your expertise, dedication and hard work, NZDF is offering remuneration reflective of your experience, along with:

  • Great benefits for you and your family.
  • Fully funded life cover up to $300,000.
  • Discounts Handbook for selected retail, entertainment and service providers.
  • 5 weeks annual leave per year.
  • Flexible working environment and positive culture.
  • Opportunities for career development.
  • Variety, challenge and a chance to influence.
Me pēhea te tuku tono | How to Apply
To view the Position Description and to Apply, please use the links on this page.

Please note:

  • Applicants will be required to undergo a preemployment drug screening test prior to any offer of employment being made.
Applications close on Wednesday 26 April 2023.

Please note:

Applicants must be legally entitled to work in New Zealand (NZ) and be able to obtain and maintain the required level of NZ Government security clearance for the position applied for.

The minimum citizenship and residency criteria for security clearances to be granted by the NZ Defence Force are as follows:

Low level Security Clearance
- most preferably a NZ citizen, who has resided in this country continuously for at least the last five years, OR
- is a citizen of, and/or has resided continuously in one or more of the following countries for the last five years: either Australia, Canada, NZ, the United Kingdom (UK) or the United States of America (USA); and has a background history that is verifiable and can be assessed as appropriate by the NZ Security Intelligence Service (NZSIS) towards a recommendation of suitability for a security clearance at this level.

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