Head of Customer Contact Centre Hubs

6 months ago

Auckland City, New Zealand TOWER Insurance Full time

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a unique Kiwi and Pacific insurer operating for over 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

Reporting directly to the Chief Administrative Officer, you will play a pivotal role in contributing to Tower's Customer Journey and delivery through the leadership of our Customer Contact Centre.

In this high-impact role, you will lead and mentor cross-functional teams across the New Zealand and Pacific region. Your mandate will be to develop and execute innovative strategies that drive market expansion and revenue growth. Collaborating with our Senior Leadership Team, you will shape Tower's direction and ensure operational excellence.

Your leadership will foster a culture of collaboration, quality, and results, ensuring that every team member thrives and contributes to Tower's overall success.

**You can expect to be across the following**:

- Provide strategic leadership to the Sales, Retention, Service and Digi channels end to end creating outstanding customer experiences & enabling us to continue our growth momentum.
- Work closely with your Practice Leads, and peers such as the Head of Performance, Governance, and Projects, and other key stakeholders to ensure operational excellence and formulate workforce plans that support our customer strategy.
- Work closely with Practice Lead's and Team Leaders to foster and drive a high-performing and engaged culture, attracting, building, and retaining exceptional talent across our contact centre teams.
- Ensure Risk management considerations are aligned with the development and review of strategic objectives of the Customer Contact Centre.

**What you'll need**

Bringing your 10+ years of experience, your history will showcase a track record of driving revenue growth, market penetration, and strategic innovation. With your strong stakeholder management skills, you'll be adept at influencing and collaborating at all levels.

Your customer-first mindset will enable you to anticipate market trends and translate them into impactful strategies to help create beautifully simple experiences for our customers.

You will have exceptional communication skills that will underscore your ability to inspire, lead and navigate complexity effectively.

**We pride ourselves on encouraging everyone to bring their whole selves to work and respect diverse opinions and backgrounds. Making sure we are doing what's right; our recruitment process is fair and unbiased.**

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- Our people come first as we offer 16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whānau in New Zealand and the Pacific
- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and well-being before you get sick
- Career growth - we promote internal capability; we have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Retail deals and discounts

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