Customer Solutions Manager

4 weeks ago

Auckland City, New Zealand Rockgas Limited Full time

**Company Description** Mō mātou - What is our story?**

Clarus Group safely delivers the vital energy New Zealand needs to thrive today and in the future. From small beginnings in Taranaki, our Rockgas, Firstgas, Firstlight, Flexgas and Gas Service NZ operations now span the length and breadth of Aotearoa — so you’re never far away from our good energy. Clarus Group is helping drive sustainability by laying the foundations for the decarbonisation of our network and developing green alternatives like New Zealand’s first renewable biomethane and hydrogen pipeline projects. We care about the communities where we live and work and are guided by principles of inclusiveness, kaitiakitanga and excellence.
**Job Description** Are You Our New Customer Solutions Manager**?

We’re looking for a talented and passionate customer focused professional to take up an exciting new role in our Customer team.

As our Customer Solutions Manager you will play a pivotal role in ensuring our B2C customers get a great experience and continue to enhance our strong Rockgas brand reputation by:

- managing the day-to-day operations of the Rockgas customer care team and our outsource partner to ensure consistent and strong performance against service levels, and
- acting as the ‘technical product owner’, overseeing the delivery and performance of our customer systems, products and tools/services, identifying solutions, implementing changes and driving enhancements.

**Qualifications**
**What will you bring**:
As well as being able to demonstrate an excellent track record of driving high customer satisfaction and having a ‘can do attitude’ you will have:

- A relevant tertiary qualification in a business, finance, commerce related discipline (desirable)
- Proven experience in a technical product ownership role and/or a Customer Experience role (with Product ownership)
- Proven experience implementing and working with a BPO & their SLA
- Proven experience leading, developing and coaching small teams
- Excellent process and analytical thinking skills with an orientation for continuous improvement and innovation
- Excellent change management/leadership experience and skills
- Strong experience with customer software, systems/tools and CX analytics
- Exceptional relationship management and influencing skills; and
- Previous experience in B2C/retail would be advantageous.

**Additional Information** What’s in it for you**:
At Rockgas (part of the Clarus Group) you’ll be valued for who you are, rewarded for what you do and supported to thrive. Alongside your competitive salary and STI (incentive) opportunity, you’ll get a whole host of extra benefits including additional leave entitlements, flexible working arrangements and free insurances and health checks. Our award-winning wellness programme recognises you’re more than the job you do and supports you with initiatives like an annual wellness grant and access to professional wellbeing services for you and your whānau. We’ll also fuel your professional development and help you build the career you want in an environment where you can flourish, surrounded by great colleagues.

**Join Our Amazing Team

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