Customer Service Manager

4 days ago


Auckland, Auckland, New Zealand Kiwibank Full time

**Company Overview**

Kiwibank is a New Zealand-based bank that operates with a strong focus on community engagement and customer satisfaction. Our contact centre is an essential part of our operations, where we strive to deliver exceptional service every day.

We are seeking an experienced Customer Engagement Manager to lead our Home Lending team and drive performance, foster a positive culture, and ensure our customers are at the heart of everything we do.

The successful candidate will have experience in Home Lending and exceptional credit skills and knowledge, as well as a passion for inspiring their team to reach their full potential.

Key responsibilities include:

  • Coaching and mentoring: Inspire and motivate your team to prioritise customer outcomes
  • Performance delivery: Analyse performance metrics, identify areas for improvement, and implement initiatives to enhance efficiency and effectiveness
  • Customer issue resolution: Serve as the point of escalation for complex customer issues, ensuring resolution and a positive outcome
  • Commercial acumen: Apply broad strategic thinking and leverage data to drive action and deliver commercial outcomes

**Skills and Qualifications**

We require the successful candidate to have:

  • Experience leading remote teams and a toolkit of successful connection activities
  • Deep understanding of regulatory environments and risk and compliance needs
  • Introduction to Financial Services Level 5 equivalency

**Benefits**

We offer a range of benefits to support our employees' career development and well-being. These include:

  • A dynamic work environment with opportunities for growth and development
  • A competitive remuneration package
  • A comprehensive training program


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