Customer Care Team Leader

3 weeks ago

Auckland City, New Zealand Auckland Transport Full time

Auckland Transport is leading the development of transport infrastructure and solutions that enable healthy and accessible communities.

Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland.

We are on a journey and working to shape our organisation through an ambitious transformation programme providing for more effective and efficient AT.

Delivering Auckland's transport solution on such a mammoth scale is no mean feat and we need a talented team to ensure we are up to this task.

**Te Whiwhinga mahi | The opportunity**

At AT we focus on exceptional people experiences and creating a culture where our people can thrive. To help us on this journey, we have an awesome opportunity for an experienced leader to join us as a Customer Care Team Leader

In the Customer Care team, we're on a journey to provide exceptional service to anyone who needs a complaint dealt with and need you to help us along this journey. We have a passion and drive to deliver easy customer journeys for Tamaki Makaurau through providing quick, helpful information to communities and our Elected Members.

A typical day in the role might include:

- Creating a great place for your people to work, where a learning mindset is our default and career pathways are front of mind
- Operating a high performing, cross functional complaints team
- Creating better outcomes for customers through moving work to digital channels or driving process changes. Adding value to our customers interactions and moving from reactive to proactive processes is a priority for Customer Services
- Triaging customer queries to ensure resourcing is in line with customer expectations
- Reviewing the quality of responses to our customers to ensure great case management is at the heart of each of our interactions - lift our customer satisfaction
- Supporting the team in managing escalations from stakeholders across Local Government
- Establishing customer measures where they don't exist and engaging our stakeholders through these data points
- Reporting on volumes in your space
- Liaising with senior managers and executives across AT to ensure customer trends are prioritised

You will also work alongside other leaders within the Customer Service teams to continue to grow our centre of excellence, connecting your team to our purpose and Customer Value Proposition.

**Ko koe tēnei | About you**

The successful Customer Care Team Leader will bring a qualification in business management, or relevant business experience. You will have pre-existing experience in leadership roles, and exposure working with escalation management and executive communications.

To really excel in this role you will also have:

- Collaborative leadership skills
- Customer focus/mindset
- Excellent customer centric written skills
- Stakeholder engagement and interpersonal skills
- Great escalation/VIP management
- Proven change management skills
- Effective communication through reporting and data

**Ko wai mātou | About us**

At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. **Manaakitanga**:

- We care, **Tiakitanga** - Safe with us, **Whanaungatanga** - We connect, **Auahatanga**:

- Better, bolder, together.

In addition, our Flexible Working initiative empowers our people to work flexibly whilst meeting the needs of our customers, the organisation and the individual.

In addition, we also offer:

- Investment in your professional development and training
- Opportunity for greater leadership and accountability
- Modern CBD (Wynyard Quarter) waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships

LI-KL1

  • Customer Service Team Leader

    3 weeks ago

    Auckland City, New Zealand Team Recruitment Full time

    **About the Company**: A worldwide recognized freight forwarder who have made their mark across the global for their logistics expertise and service offering. **About the Role**: We are currently seeking an experienced Customer Service Team Leader to join this team based at the Auckland Airport. **Duties include**: - Managing a small team of 3-5 -...

  • Customer Service Team Leader

    2 weeks ago

    Auckland City, New Zealand Team Recruitment Full time

    **About the Company**: A worldwide recognized freight forwarder who have made their mark across the global for their logistics expertise and service offering. **About the Role**: We are currently seeking an experienced Customer Service Team Leader to join this team based at the Auckland Airport. **Duties include**: - Managing a small team of 3-5 -...

  • Customer Care Team Leader

    3 weeks ago

    Auckland City, New Zealand Allianz Partners Full time

    Global Insurance company based in Takapuna. - Flexible and hybrid work practices, learning on-demand, inclusive leadership. - Be part of a culture that enables and empowers you to make an impact. Bring your strong leadership skills into this inbound contact centre to assist to support, guide and develop our team. **About the role** Reporting into our Head...

  • Customer Care Team Leader

    2 weeks ago

    Auckland City, New Zealand The Warehouse Full time

    Company Description Are you ready to lead in a fast-paced, high-energy role where your impact will be felt every day? We’re looking for a confident, proactive leader to head one of our Customer Care teams in Wiri, driving excellence in every interaction. At The Warehouse Group (TWG), New Zealand’s largest retailer and a beloved Kiwi brand, our mission...

  • Customer Care Team Leader

    3 weeks ago

    Auckland City, New Zealand Fisher & Paykel Appliances Full time

    **The Role** Fisher & Paykel is an iconic New Zealand brand, a global company with a strong local heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people - these are some of the core elements that make us unique. We are driven by our values of being trusted, sustainably minded, innovative, generous and...

  • Customer Care Team Leader

    2 days ago

    Auckland, Auckland, New Zealand The Warehouse Group Full time

    Company DescriptionAre you ready to take the reins in a fast-paced, high-impact role where your leadership will set the tone for success?We're on the hunt for an energetic, driven leader to spearhead one of our Customer Care teams in Wiri, delivering outstanding service and setting the benchmark for excellence.If you thrive on execution, leading by example,...

  • Customer Care Team Leader

    2 weeks ago

    Auckland City, New Zealand The Warehouse Group Full time

    **Company Description** Are you ready to lead in a fast-paced, high-energy role where your impact will be felt every day? We’re looking for a confident, proactive leader to head one of our Customer Care teams in Wiri, driving excellence in every interaction. At The Warehouse Group (TWG), New Zealand’s largest retailer and a beloved Kiwi brand, our...

  • Senior Import Operations

    3 weeks ago

    Auckland City, New Zealand Team Recruitment Full time

    **The company**:A well established International Freight Forwarding & Logistics company who are very successful across the entire supply chain. **The role**: We are seeking an experience Senior Import Seafreight Operator or Team leader to provide assistance and expertise to this very busy operations team. **Key responsibilities**: - Processing and...

  • Customer Care Administrator

    1 week ago

    Auckland City, New Zealand Canopy Cancer Care Full time

    **About Us** Canopy Cancer Care is part of Canopy Healthcare - a vertically integrated healthcare provider. Canopy Cancer Care is an innovative private cancer clinic with a strong brand reputation that is growing in the market. Excellence in patient care is at the centre of everything we do. Our vision is to deliver world class care, delivered...

  • Customer Care Team Senior

    3 weeks ago

    Auckland City, New Zealand Allianz Partners Full time

    **Role Purpose**: **Key responsibilities**: - Relief cover in the event that the Team Leader is unable to attend to duties ie. periods of annual or sick leave, cover for prearranged meetings or out of office situations - Must be able to build up a good rapport and trust with the team, customers/partners - Provide accurate, valid and complete information to...

  • Customer Care Consultant

    2 weeks ago

    Auckland City, New Zealand Allianz Partners Full time

    **TWO OPPORTUNITIES TO BE HIRED**: 1. Customer Care Consultant 2. Customer Care Admin Consultant **Role Purpose**: As part of this team, you will also: - Assist in matters related to medical assessments and claims - Complete medical assessments using appropriate systems - Other tasks directed by team leaders and managers **Your key responsibilities...

  • Care Team Supervisor

    1 day ago

    Auckland, Auckland, New Zealand Spectrum Care Full time

    About Spectrum CareSpectrum Care provides comprehensive support services for adults with intellectual and/or physical disabilities in the Auckland region. Our residential service offers a range of options, including community homes where individuals can live independently while receiving ongoing support.Role OverviewWe are seeking an experienced Care Team...

  • House Leader

    7 days ago

    Auckland City, New Zealand Spectrum Care Full time

    Fulltime, 40 hours hours per week $23.38 - $29.10 per hour + House Leader Allowance Kumeu, West Auckland Auckland location Our House Leader role combines support work and engages, motivates a team of a support team in the home. Working and gaining guidance from your Service Coordinator you would be supervising to ensure and efficient and effective...

  • Customer Experience Leader

    1 day ago

    Auckland, Auckland, New Zealand Team Recruitment Full time

    About the RoleWe are seeking a seasoned Customer Service & Operations Supervisor or an experienced Customer Service Agent/Operator looking to take the next step in their career. As a key member of our team, you will be responsible for overseeing and improving a fabulous team, supervising day-to-day operations, and delivering exceptional service.Key...

  • House Leader

    3 weeks ago

    Auckland City, New Zealand Spectrum Care Full time

    40 hours per week, Fulltme $23.38 - $29.10 + House Leader Allowance West Auckland location We have more than 100 worksites and support options across the whole Auckland region. In our residential service, we provide services for adults with intellectual and or physical disabilities within our homes and out in their community. We provide **24 hour...

  • House Leader

    4 weeks ago

    Auckland City, New Zealand Spectrum Care Full time

    Full Time - 40 hours per week $23.38 - $29.10 + House Leader Allowance Mount Roskill, Auckland location We have more than 100 worksites and support options across the whole Auckland region. In our residential service, we provide services for adults with intellectual and or physical disabilities within our homes and out in their community. We provide **24...

  • Customer Care Team Coach Nlg

    2 weeks ago

    Auckland City, New Zealand The Warehouse Full time

    Company Description The Warehouse Group (TWG) is New Zealand’s largest retailer and not to mention a Kiwi classic brand! Across all our 5 brands, our purpose is to help Kiwis live better every day and our vision is to build New Zealand’s most sustainable, convenient and customer-first company. We are looking for a Customer Care Coach (Team Leader) to...

  • Customer Service Team Leader

    3 weeks ago

    Auckland City, New Zealand NZ Post Full time

    Team Leader | Permanent Full-Time | New Market Postshop Your Impact New Zealand Post is looking for a new Team Leader to manage our dedicated team of Customer Service Officers, looking after our customers. We are looking for someone who can think on their feet and support the team when the pressure is on. This permanent role supports a fantastic close...

  • House Leader

    4 weeks ago

    Auckland City, New Zealand Spectrum Care Full time

    We have more than 100 worksites and support options across the whole Auckland region. In our residential service, we provide services for adults with intellectual and or physical disabilities within our homes and out in their community. We provide **24 hour support** which consists rotating roster Monday through to Sunday. Our House Leader role combines...

  • House Leader

    3 weeks ago

    Auckland City, New Zealand Spectrum Care Full time

    Full time, 40 hours per week $23.38 - $29.10 Mangere Auckland location We have more than 100 worksites and support options across the whole Auckland region. In our residential service, we provide services for adults with intellectual and or physical disabilities within our homes and out in their community. We provide **24 hour support** which consists...