Customer Experience Lead

4 days ago


Auckland, Auckland, New Zealand SeaLink NZ Full time

About the Role

At SeaLink NZ, we value connection and teamwork. Our vision is to provide exceptional service experiences for our customers and staff alike. As a Customer Care Coordinator (Trainer), you will play a vital role in achieving this goal.

This position requires someone who is passionate about training, administration, and leading teams. You will be responsible for developing and implementing the training program for the Customer Care Team, ensuring they have the necessary skills to deliver outstanding service.

  • Key Responsibilities:
  • Develop and lead induction training programs for new team members, focusing on policies, procedures, and best practices.
  • Design and deliver ongoing training sessions to keep the Customer Care Team up-to-date on company standards and regulations.
  • Evaluate training programs and operational processes to identify areas for improvement, proposing and implementing changes as needed.
  • Drive quality assurance processes to monitor the performance of the Customer Care Team.
  • Conduct regular audits and assessments to ensure compliance with internal service standards and regulatory requirements.
  • Provide feedback and coaching to team members to enhance service quality.


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