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Customer Care Team Leader

2 months ago

Auckland City, New Zealand Presbyterian Support Otago Full time

**Full Time**:

- **Application Closes 08 Mar 2024**:

- **Auckland - Auckland**:

- **First-Line Supervisors, Call Center**

We are actively seeking a high-performing individual to join our dynamic, close-knit team. If you are an experienced team leader looking for an exciting new challenge, you’ll play a vital role in supporting our clients and their whānau.

Royal District Nursing Services (RDNS NZ) is a not-for-profit provider of Home and Community based and Community Nursing Services to a wide range of clients in the Northland region, Greater Auckland region, Canterbury and the Otago/Southland Regions

Behind the scenes, our office in Penrose Auckland is brimming with an amazing customer service team who consistently strive to deliver exceptional results and provide support to our caregivers, clients and funders.

**What is the role?**

Reporting to the Operations Manager. This newly created role is responsible for the management of our day-to-day Customer Care Team, being the first point of escalation and mentoring the team to ensure we are delivering exception customer service to our clients, funders, and support workers across the motu.

**Responsibilities**
- Ensure your team is operating smoothly and efficiently.
- Training your team and working with the Operations Manager to role out new processes
- Point of escalation for team as well as for internal and external stakeholders
- Perform and monitor quality checks to ensure high quality service.
- Assess staff performance against quality standards.
- Provide back up support for the team on the phones when needed.

**About you**

**You’ll be someone who is passionate to work for homecare and community support services with a strong leadership skills.**
- Outstanding written and oral communication skills.
- Strong planning, organizational, prioritization, and problem-solving skills.
- Previous experience in homecare and community support services is desirable.
- 2 Years’ experience in Team Leadership role or coach & training
- Previous working experience on Genesis Cloud system would be advantageous.
- Experience in a contact centre environment is necessary
- Ability to self-manage your work and efficiently organize your time.
- A high level of computer literacy

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