Team Leader 111/ams

3 weeks ago

Christchurch, New Zealand Computer Concepts Full time

**General information**:
**Location**

Christchurch

**Expertise**

Contact Centre, Leadership

**Job Level**

Experienced, Management

**Employment Type**

Permanent full-time

**Close Date**

26-Nov-2023

**Ref #**

54556

**Description & Requirements**:

- As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.
- Did you know when you dial 111 the first person you will speak to will be someone from Spark's Customer Experience Centre? We're looking for a passionate and experienced People Leader to come and join our team in supporting the New Zealand public in connecting to Emergency Services, and to assist our Answer Message Service customers.
- This is a unique contact centre-based role where you'll be supporting teams who have the opportunity to be skilled in supporting two different queues.
- Day to day in the 111 queue:
- Be the first point of contact for all 111 calls made in New Zealand. You will provide the critical link between the New Zealand Public and the required Emergency Service, whilst maintaining the ability to remain calm under pressure.
- Gather factual and accurate information whilst upholding the integrity of all 111 emergency processes and procedures.

Day to day in the AMS queue:
- Act as an assistant or receptionist for businesses throughout New Zealand.
- Gather factual and accurate information to relay to our customers.
- Deliver exceptional customer service, be goal-driven, and thrive on working as a team.
- Be the voice of Spark and always striving to exceed our customer's expectations.

What experience you'll bring:
- At least 2 years' experience in leadership, people management and/or team building roles including relationship building and managing diversity.
- An ability to effectively maintain relationships, manage conflict and undertake performance management.
- Experience in providing coaching and mentoring support to team members, empowering them to take ownership, think for themselves and use their initiative to improve ways of working and customer experiences.
- Excellent communication skills - both written and verbal, a great ability to present information, articulate ideas/concepts, and influence others.
- A sense of humour, a high level of resiliency, and optimism to be able to support your team in providing the vital 111 service to your community.

Who are you?
- You are a leader who walks the talk, leads by example, and inspires and empowers those around you to deliver exceptional service to our customers every day.
- You know that our people are our greatest asset and that it is the culture in an organisation that drives its success. Because of this you actively strive to build a high performing team where people take responsibility for their own results and development, but who also have fun along the way.
- Developing people is your passion, you use your exceptional coaching skills to help them learn and grow and you use data to help them manage and measure their own success. You also have great analytical and critical thinking skills and use these to identify ways to improve performance and results.
- You understand that change is constant and can navigate your way through ambiguity, managing change, operations planning and implementing strategy are key strengths.
- You have a business owner's mind-set; it influences your thought process, and this is evident in your ways of working.

Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).- To download the position description, please sign in with your account._

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