Head of Customer Experience

3 months ago


New Zealand Alpha Personnel Recruitment Ltd Full time

**The company and opportunity**:
My client is a well-known business that has been around for many years and is known to have an excellent culture.This role is responsible for enhancing, developing, and continual improvement of the voice-based/agent-assisted channels. This role also has responsibility for managing the end-to-end customer booking experiences so that we can deliver the right experience for customers when they arrive at a service location.

This role is based in Penrose and is full-time. This is an ongoing contract role as they are needing someone to fill the position until they find someone permanently.

Opportunitieslike this are highly sought after and dont come along often.

**Some of your key areas of responsibility will include**:

- Responsible for all non-digital customer contact channels and covers a range of high-volume Contact Centre activities across a multi-skilled Customer Service team.
- Channel development & Product Ownership (Systems & Tools) - The end-to-end booking process, ensuring that they have the right people, processes, and technology in place to resolve customers issues. To make the customer journey frictionless and that their problems are resolved with great care and ease.
- Key to this role is understanding how new technologies such as AI and digital can enhance the voice and people-based booking processes, and work with the Head of Digital Channels to ensure that an omnichannel experience is created for customers
- You will need to deeply understand the drivers of NPS and TNC (Total Net Conversion), ensuring you meet the customers needs and deliver high levels of opportunity conversions.
- Leadership of Customer Experience teams - Effective engagement with leaders across the business to ensure that the approach to Customer Journey through our business is consistent, relevant, and valued
- Vision and strategy -Develop a long-term contact centre vision strategy to evolve our contact centre Customer Experience across all brands and ensure the right capability and resource is in place to deliver on the desired strategy

**To be successful in this role**:

- Previous experience inContact Centre Management and the ability to deliver high levels of customer satisfaction
- Minimum 3 years experience operating at a middle management level
- Process and systems thinker able to identify efficiency and process improvements and drive compliance to SOPs
- Strategic thinking and business planning to identify appropriate visions and plans and deliver accordingly
- High level of verbal and written communication skills, including ability to communicate complex issues
- Ability to develop, manage and report against team budgets and forecasts
- Excellent English - written and verbal
- High attention to detail and accuracy
- Demonstrate excellent interpersonal, with strong written communication skills
- Strong leadership and professional skills, strong self-awareness

**Whats in it for you'**

There are many benefits to this role, including location, a great company to work for, and a competitive salary on offer



  • New Zealand Westpac New Zealand Full time

    Personal Assistant- Based in Britomart, Auckland- Full time, Permanent position- Personal Assistant to Head of Customer Experience North Our purpose at Westpac is to help New Zealanders succeed. This is what we do, who we are and why we come to work every day. Together Greater working in partnership to build a fairer and stronger New Zealand for Westpac...


  • New Zealand Rotorua District Council Full time

    Position Description - _Are you a Customer Service Superstar?_ - _Do you thrive on engaging with customers and delivering exceptional service?_ - _If you're someone with previous sales experience and a passion for creating unforgettable visitor experiences, we want you to be part of our team!_ **About Us**: At our i-site team in Rotorua, we're not just...

  • Customer Service

    3 months ago


    New Zealand GreenSide Energy Solutions Full time

    As a result of high growth, GreenSide is recruiting another Customer Service Superstar with experience in a office call centre environment. The position available would include entering customer leads and scheduling appointments for our Home Assessors. Heading into our busy season, the environment is fast paced and deadline driven. Were looking for...

  • Head Housekeeper

    3 months ago


    New Zealand Baillie Lodges Full time

    **Huka Lodge** is set among established gardens along the banks of the surging Waikato River. We are now looking for an Head Housekeeper join our team. **The Role**: This is the opportunity of a lifetime for an enthusiastic hands-on **Head Housekeeper** to lead a small team to ensure our suites and public areas are maintained to the highest...

  • Head of Sales

    3 months ago


    New Zealand Rentokil Full time

    This position of** Head of Sales** has the primary responsibility of working across all branches and business divisions to drive a consistent sales methodology and enhance sales capability. A key focus area for this role is to drive growth across all divisions with strong commercial fundamentals through a sustainable mix of organic growth plus retained...

  • Head Barista Position

    3 months ago


    New Zealand Bungalo Enterprises Ltd Full time

    We are looking for a Head Barista to join us! You can make a brilliant cup of coffee. Experience working with automatic grinders, setting the grinder to make perfect shots, and basically good all round espresso knowledge. You would be running the machine, we usually make between 200-500 coffees per day so being able to consistently make great coffee and a...


  • New Zealand Westpac New Zealand Full time

    Head of Global Transaction Services Permanent Full-time role Based in Britomart, Auckland Mō te tūranga | About the role Westpac is New Zealand’s market leader in delivering complex payments, technology and data solutions to Institutional, Business and Government customers. We have a fantastic opportunity for a solution-oriented leader to join our...


  • New Zealand Rotorua District Council Full time

    Position Description Are you a Customer Service Superstar? Do you thrive on engaging with customers and delivering exceptional service? If you're someone with previous sales experience and a passion for creating unforgettable visitor experiences, we want you to be part of our team! **About Us**: At our isite team in Rotorua, we're not just about providing...


  • New Zealand North Beach Full time

    **Customer Care Coordinator** **Auckland**: **Type** Full time **Description** North Beach is currently looking for a Customer Service Coordinator to join the Customer Care and Ecommerce team. This is a full time position based in our Albany Head Office, responsible for driving customer satisfaction and owning general administrative functions. Daily...


  • New Zealand Evnex Limited Full time

    Add expected salary to your profile for insights The Company:Evnex, design, build, and install smart electric vehicle charging systems. Their New Zealand-built chargers and software shift charging to times when the grid is cleanest and cheapest—reducing the impact on our customer's wallets and the environment. They're riding the wave of one of the largest...

  • Head of Sustainability

    3 months ago


    New Zealand New Zealand Government Full time

    Head of Sustainability - Office of the Chief Executive - Influence a more sustainable future for the health system - Work across a large and diverse national organisation - Champion sustainability in all its forms Join Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible,...


  • New Zealand Kip McGrath Full time

    **Attention Passionate Educators!** Are you an experienced and dedicated educator, committed to transforming students' lives through quality education? Kip McGrath Education Centres New Zealand is currently seeking a talented and enthusiastic Head Tutor to join our dynamic team. If you are a New Zealand resident or citizen, passionate about education,...


  • New Brighton, New Zealand Christchurch City Council Full time

    In these front-line roles at the Council, it's not just about customer service, it's about the customer experience. You will be the first point of contact for our customers, when they enter our facilities. Our centres are busy and high-pressure environments where no two days are the same. We now have a number of casual positions available for Customer...


  • New Brighton, New Zealand Christchurch City Council Full time

    In these front-line roles at the Council, it's not just about customer service, it's about the customer experience. You will be the first point of contact for our customers, when they enter our facilities. Our centres are busy and high-pressure environments where no two days are the same. We now have a number of permanent positions available for Customer...


  • New Zealand Auckland Kindergarten Association Full time

    **ECE Head Teacher - **Somerville Kindergarten** - Operational leadership opportunity - Work in a collaborative and supportive team environment - Permanent, full time role at our **Somerville Kindergarten** **The organisation** Ngā Tamariki Puāwai o Tāmaki |Auckland Kindergarten Association (AKA) has a long history in New Zealand in the Early Childhood...


  • New Zealand New Zealand Government Full time

    Contribute to transforming the future of health in this head of Infrastructure Delivery role - Flexible working fully supported to balance your workplace and lifestyle - Permanent, full-time opportunity Join Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and...


  • New Brighton, New Zealand Christchurch City Council Full time

    At the Christchurch City Council, we are driven by our passion for creating a better future. We believe in working as one yet staying true to ourselves. Help make a positive impact on our community while enjoying a rewarding career of opportunities. Christchurch City Council, where it's possible to love what you do. In these front-line roles at the Council,...

  • Head Coach

    3 months ago


    New Zealand Tennis NZ Full time

    Burwood Park Tennis Club (BPTC) is hiring a Head Coach to lead all coaching and outreach programs at the club. BPTC, a very friendly and social club, has attractive facilities alongside a spacious park in a nice neighbourhood in the eastern suburbs of Christchurch. **What we're looking for in our Head Coach**: - Ability to manage and coach all tennis...


  • New Zealand E&H Roof Guard LTD Full time

    **Description**: Edwards and Hardy is one of New Zealands largest roofing companies and has been the market leader in roofing and roof maintenance for over 60 years. Our knowledge, understanding, and expertise in our field has allowed our company to grow continually from strength to strength, year after year. If you want to join our great team and you have...


  • New Zealand New Zealand Government Full time

    Contribute to transforming the future of health in the senior role of Head of Pacific Operations & Hospital and Speciality Services Improvement - Pacific Health - Lead quality, multi-disciplinary and culturally responsive care for a network of Pacific hospital teams - Influence and advise on Pacific change initiatives within hospital settings in this...