Service Phone Practice Lead

4 months ago

Auckland City, New Zealand TOWER Insurance Full time

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

In this role you will own the Phone based customer journey end to end both within your team and across the contract centre. You will play a key role in driving the sustainable growth and results of the Phone Customer channel to ensure we deliver exceptional and consistent customer experiences.

As the Practice Lead you will work with your Team Leaders to ensure your teams are highly engaged, customer focused and always looking at ways to make our customer experiences the best they can be. You will be a champion for coaching, process improvement and developing talent within your teams.

An integral part of this role will be working closely as one with the other Practice Leads to ensure all customer journeys are seamless and consistent.

You can expect to be across the following:

- Be a leader and coach role-model; driving a customer-centred culture supporting customers to choose Tower
- Work with the Team Leaders, fellow Contact Centre Practice Leads and the Head of Customer Contact Centre to ensure a consistently high level of service and quality interaction across your key Tower contact channels: Telephone
- Monitor and ensure timely and effective resolution of customer feedback, complaints, and issues, and assess root causes so that improvements can be identified and delivered
- Work with stakeholder teams to recommend and implement best practice improvements in systems, processes or policies to enhance our customers experience and other business targets
- Challenge the status quo - use continuous improvement frameworks to ensure staff are inspired to provide feedback and ideas for improvement.
- Ensure clear performance and development objectives are developed, monitored and support plans to enable success of your leaders and teams against these.
- Ensure services and interactions are continually assessed for quality and adherence to standards; monitor service levels and report results of quality programs and plans to increase performance standards and results
- Work collaboratively with Risk and Compliance to identify risk and compliance issues and opportunities within the Customer Delivery function and determine remediation

**What you'll need**

You are passionate and positive - inspiring and energising leaders and teams to exceed customer and business goals through your high-performance rhythms

**To be successful in this role, you will also be able to demonstrate the following**:

- Minimum of 5 years' experience in leading and driving improvements across customer contact experiences
- Demonstrated business acumen and a strong understanding of a contact centre environment
- Evidence of leading changes that have positively impacted customer experience and improved operational outcomes
- Excellent communication, interpersonal and stakeholder relationship skills
- A strategic outlook with the capability to analyse data and customer insights through digital channels
- Proven ability to use initiative and implement continuous improvements.

**We pride ourselves on encouraging everyone to bring their whole selves to work, and respect diverse opinions and backgrounds. Making sure we are doing what's right; our recruitment process is fair and unbiased.**

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- 4 weeks annual leave
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Career growth - we promote internal capability; we have programmes that recognise star performers
- Discounts on Tower insurance products
- Retail deals and discounts

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