Customer Advocacy Team Leader
3 weeks ago
Customer Advocacy Team Leader | Auckland
- Grade 6 Step 1
- Permanent full time role
**About the role**:
This is an exciting opportunity that will see you lead a newly formed team of 6 Customer Advocacy Representatives in our Auckland Customer Care Centre at 122 Kerwyn Avenue, East Tamaki. The purpose of this role is to lead the Customer Care Representatives who will be accountable for managing customer requirements in line with the Customer Advocacy scope. The Team Leader will work with the broader Customer Care Team Leaders to migrate the Customer Advocacy functions into this centralised model and build a team that supports our goals of reducing NPS detractors and improving the resolution process. There are significant opportunities on hand to improve the customer's experience when things go wrong with their delivery experience. The Team Leader role will support an environment where we continually learn from the experiences our customers have.
This role operates Monday - Friday with flexible start and finish times (08:30AM - 17:00PM, 40 hours per week).
**Much of your time will be**:
- Providing operational leadership to your Customer Advocacy team and manage escalation of issues or service matters
- Building and maintaining effective customer relationships with assigned clients
- Co-ordinating the issue/escalation process providing the link between the customer, relevant teams and other appropriate Line of Business's within NZ Post
- Proactively contributing to the ongoing efficiency of the customer success team by identifying things we can simply, migrate online or stop when not adding value to the customer or business.
**What we are looking for**:
- Proven experience in leadership - coaching and managing a high performing team
- Someone who is analytical and data savvy, who can present back feedback for continuous improvement
- A minimum of four years customer service experience covering all aspects of the customer management
- Desirable to have experience of leading others or virtual teams
- Experience of managing escalations and issues as they arise
- Previous experience managing KPI's and targets
- A big picture thinker - someone who can challenge the status quo
**Why this is more than a job**:
- He tangata, he tangata - it is the people. Our team is as diverse as the communities we serve, and we are proud to be Rainbow Tick certified.
- Whether you are in the office or working from home, fun is a must We have loads of social events that you can be part of.
- Access to discounted health insurance, banking plans and accommodation for you and your family.
- Full use of a Wellness portal to help you lead a long, happy and healthy lifestyle
- Free onsite parking
- Days off on public holidays
There's something really special about being part of the team here at NZ Post - Tukurau Aotearoa, who we are and what we stand for is grounded in our values.
We are proud to be Rainbow Tick certified and recognise the diversity and uniqueness of our workforce and reaffirm our commitment to create a safe and inclusive environment for everyone.
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