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Customer Services Manager

1 month ago

Hamilton, New Zealand Shred-X Full time

**About New Zealand Couriers**

Proudly NZ-owned and operated, for over fifty years our company has been driving ahead of the competition thanks to our passionate team and results-focused service delivery. Now with over 1,100 employees, and 550 independent contractors in 25 locations across New Zealand, we are proud to serve the local communities we work in, to be New Zealand’s most experienced courier provider, and to be the flagship brand of Freightways.

**The role**

Based fulltime at our Hamilton branch, we are on the lookout for an experienced Customer Services Manager with a passion for people and understanding customers’ needs. With the shared goal of getting customers’ freight to where it needs to be, you’ll be facilitating a high-performance contact-centre culture that motivates our people to deliver exceptional results. Your daily mahi/work will be on process improvement, measuring and improving team KPI performance, consistent and open team engagement, and contributing to strategizing action plans within the branch management team.

Key responsibilities include
- Managing people in their duties, with regular coaching towards high performance
- Staff recruitment and induction, as well as timely staff appraisals and development plans
- Undertaking effective complaint management
- Focus on KPIs and strategizing/implementing team action plans
- Leadership history - with commitment to building team engagement and experience
- Sound understanding of contact-centre operational performance metrics and capabilities
- Demonstrable experience in working towards KPIs and process improvement
- Hands-on mentality - keen to be on the ground with our hardworking team

**Join us and in return we can offer**
- Access to career development opportunities with the Freightways group of companies
- The chance to lead and develop a high-performing Customer Services team
- Competitive salary + mobile phone + laptop + incentives