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Customer Contact Centre Team Leader

1 month ago

Wellington City, New Zealand KiwiRail Full time

Experienced team leader sought
- Fixed term for 12 months - April 2025 start
- Wellington based

**He kōrero mō mātou | About us**:
At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being.

Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard.

**He whakamārama mo te tūranga mahi | About the role**:
Our Contact Centre Team Leader's main focus is to supervise the day-to-day functions of our customer contact teams. You will act as a role model, coach, mentor, motivator and technical expert to ensure the teams can provide "best in class" customer service to all our customers.

You'll work across a wide range of customers, including commercial vehicle, retail and group booking customers. You will proactively identify service level gaps, problem solve issues and recommend and implement process changes.

Based at our call centre in Wellington Railway Station, some of your key accountabilities include:

- Ensuring that documented procedures are followed
- Taking an active role in disruption, incident and recovery management
- Ensuring all verbal and written communications by the team are clear and professional
- Leading and developing our staff and ensuring KPIs are agreed and met
- Understanding and ensuring policy and procedures around records are followed

**This position is Monday to Friday, normal working hours. There may be some weekend or evening work required on an occasional basis due to the nature of our business.**

**Ngā pukenga e rapu nei mātou | What (skills) you will bring**:
As this is a fixed term position, we need you to be someone who is skilled at hitting the ground running and coming up to speed quickly You will have experience at leading teams within complex, challenging environments.

You’ll be a warm, engaging person who can quickly build rapport. At the same time, you’ll not be afraid to have the hard conversations when they’re needed. You’ll also display the following skillsets:

- Minimum intermediate data entry and MS Office Suite experience
- A clear, professional telephone manner and excellent written and verbal communication
- Proven ability to perform under pressure and juggle priorities
- An ability to see the big picture and display good judgement

**Nōu te rourou | What's in it for you**:

- Extensive support
- Access to discounted travel, health insurance & holiday houses across NZ as part of the Staff Welfare Trust
- Flexible working (remote working is not possible)
- A strong Zero Harm policy to keep you safe

**Kua rite, kia rite | Ready to Make a Difference?**

**Rā aukati**| Applications Close**:16 March 2025