Manager Customer Support

6 days ago

Christchurch, New Zealand New Zealand Red Cross Full time

Posted: 08/04/2024

Closing Date: 22/04/2024

Job Type: Fixed Term

Location: Christchurch

Job Category: Call Centre and Customer Service,Health, Medical & Pharmaceutical

**About the New Zealand Red Cross**

We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in New Zealand, the Pacific and around the world in times of need and support them in strengthening their resilience.

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.

**Why work with us?**
- Be part of a team that shares your passion.
- Our organisation is made up of diverse and dedicated individuals.
- We value our employees as much as we value their work.

**Diversity, inclusion and belonging**

We strive to provide an environment where all staff and volunteers can thrive and have a sense of belonging
- at a systemic, procedural, and individual level. We are committed to represent the communities we serve and to increase diversity throughout our people and leadership.

**Work that benefits you**

Creating a flexible and healthy work environment for our teams is important to us. We offer a wide range of in person and virtual roles to suit different operational needs, for casual and / or short-term contracts to full-time, permanent positions. Our benefits differ based on contract type and job level.

**Work / life balance**

We want our team to flourish in their roles at work—and in the many other roles in their lives. Offering flexible virtual/hybrid work for some roles allows our staff to balance their personal and professional priorities. In addition to a competitive salary package we offer, career development, annual flu vaccination, discounts on Southern Cross health insurance, five weeks annual leave.

Here are some ways we encourage this:
Employee networks to support our colleagues from diverse backgrounds, Takatāpui and Rainbow Network, Rōpū Hāpai Māori
- Green Team - sustainability network bringing together diverse knowledge to strength the sustainability of New Zealand Red Cross and the people we serve.
- The option to explore flexible working that suits your needs and ours.
- Development opportunities in te reo Māori me ngā tikanga.

**Manager Customer Support**

**Fixed - Term position: From 1st June 2024 until 14th February 2025.**

**37.5 hours per week.**

**Christchurch**

**About the role - Kōrero mō te tūranga**

To provide leadership to the First Aid Customer Support unit, and management of the first aid booking systems and processes. This key role is responsible for planning, coordinating and controlling the activities of the customer support team to maintain and enhance customer relationships, oversee the course booking and scheduling systems, and meet customer and systems support objectives.

In this role you will:

- Management and development of the First Aid customer support unit, including CRM system and booking platform, and all other systems and processes used for managing the administration and customer support actions of the first aid business;
- Thought leadership in the establishment and monitoring of effective systems, processes and workflows for the First Aid business;
- Manage the customer engagement budget and risks, report regularly on KPIs;
- Provide high-level advice and guidance on interactions between first aid, customers, training, finance, and IT;
- Management and developm_ent of th_e customer support team, ensuring a strong focus on customer service and support, and adherence to the systems and processes required for efficient training operation.

**Who are we looking for? - Mā‎ wai te mahi nei?**

To be successful you will have:

- A strong understanding of customer service and financial management principles;
- A strong understanding of CRM and booking systems and how these are utilised across a large training operation;
- Understanding of the complex training and education environments, and how the CRM and bookings systems can support these functions;
- Qualifications and/or broad experience in a sales support or customer service management;
- Highly skilled in building and managing effective relationships and networks, building collaborative, trusting and respectful long-term partnerships;
- Ability to lead a small remote team of customer support advisors, providing them clear expectations, support, coaching and direction;
- Excellent communication and diplomacy skills, including competence in intercultural communication and experience working with people from diverse backgrounds;
- Ability to successfully facilitate group discussions / meetings using remote-working technologies;
- Ability to work independent

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