Customer Care Team Leader/coach

2 weeks ago


Hamilton, New Zealand The Warehouse Group Full time

Company Description
Torpedo7, who are part of The Warehouse Group is New Zealand's largest multi-channel outdoor adventure retailer, with 19 stores nationwide and a dedicated webstore. We are unique in NZ in that our sto.res have all sorts of toys and experts under one roof - bike, camp, tramp, water, snow and motor-sport.

We believe that New Zealand is the most epic adventure playground in the world, and we're always on the hunt for new ways to get our customers outdoors. Keeping our customers ‘out there’ on the playground, requires having a passionate customer care team to support them on their journeys. Not only are they skilled in the art of delivering great service to our customers but they have a passion for what they do.

So if you have the passion for leading people and adventures then this can be the perfect role for you

**Job Description**:
In this busy role, you will be responsible for:

- Confidently leading the Customer Care team and ensuring that our high service levels are consistently delivered.
- Motivating and engaging team members, creating an environment that enables them to perform their roles to the best of their ability, while having some laughs along the way.
- Proactively identify training and skill gaps while delivering collaborative coaching and development opportunities.
- Ensuring KPI’s are exceeded, such as time and attendance, while also holding a high attention to detail to guarantee our policies, procedures are met.
- Reflecting our values in through service standards from performance to customer service, in The Warehouse Group language this means Own It, Think Customer and Do Good

Whilst your primary focus will be to lead our Customer Care team, you will report to the Head of Customer Care, where you will gain valuable insights into the running of the overall customer team and have the opportunity to work closely with other areas and brands of the business, to ensure the success of the Contact Centre Team.

**Qualifications**:
To thrive in the role, you will have:

- Ability to collaborate and build relationships with a variety of key stakeholders and departments such as legal and marketing.
- A customer-centric attitude and experience in coaching and mentoring a diverse range of people.
- Can thrive in a fast-paced environment.
- You will be an effective communicator who can motivate a large team to meet KPIs and build relationships at all levels.
- High levels of initiative and the ability to make decisions associated with the effective running of the team.
- Demonstrate business understanding at a senior level and provide examples of leading multi-site teams to success.

Additional Information
It is our belief that it's important to reward and recognise our team for their success. This role consists of a competitive salary with awesome team member discounts and much more. You will also have access to leading learning and development programmes and the chance to be surrounded by the latest and greatest technology

**_



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