Grm Sales Team Leader

**Why you'll love working with Tower**

At Tower, we live and breathe our values - they are at the heart of every interaction. Our people come first**, **we pride ourselves on creating a diverse and inclusive space that allows our people to thrive. Encouraging everyone to bring their whole selves to work, we aim to represent the diverse communities we work in and with.

We also have a plan to lead our industry forward into a more customer-centric future with innovation and disruptive thinking, as a unique Kiwi and Pacific insurance provider operating for over 150 years, with roots all the way back to Dunedin.

We received the following awards at the 2024 NZ CRM/CCNNZ Awards:

- Gold Award for Outbound Business to Consumer Sales
- Outbound agent of the year

**What will you be doing?**

In this role, you will be accountable for leading a team of sales consultants to deliver exceptional customer journey experiences. You will ensure your teams are highly engaged and customer-focused, ensuring our customer experiences are the best they can be. You will work closely with your manager to utilise data, coach, develop, and build a high-performing, sales team.

You will do this by driving team and individual performance and productivity. You will also be a champion for coaching, process improvement identification, and developing talent within your teams.

**You can expect to be across the following**:

- Be a leader and coach; driving a customer-centred culture and leading a high-performing Outbound Sales team
- Fostering a positive team environment and you will be able to Ignite, inspire, and motivate your team
- Utilise performance data from a range of sources (Dashboards, QA, Customer, and Technical Support insights) to monitor team performance ensuring high-quality customer interactions.
- Continuously strive to identify, recommend, and implement best practice improvements in systems, processes, or policies to enhance our customer's experiences and business improvements
- Work closely with your team leader peers and teams to understand customer and employee engagement within your teams to ensure effective actions are put in place to maintain and improve.
- Lead and manage a team of sales specialists including but not limited to the following, recruitment & selection, induction, coaching, development planning, running effective meetings, individual performance reviews, and feedback. Monitoring and reviewing the performance of direct reports.
- Ensure all team members meet and adhere to Tower's compliance and regulatory obligations
- Maintain up-to-date knowledge of processes, procedures, and products as well as legislative requirements with the Privacy Act, Consumer Guarantees Act, Human Rights Act, Insurance Law Reform, NZ Insurance Council, Fair Insurance Code, and any other legislation affecting our business.
- Customer complaints handling and resolution; take ownership of relevant customer complaints and resolve them in a timely manner in line with the Fair Insurance Code (FIC).
- A role model for team adoption and display of Tower values in day-to-day behaviours. Visible in team and individual behaviours such as adherence, unplanned leave, process adherence and accuracy, timeliness, conduct, quality, customer satisfaction, peer relationships, respect.

**What you'll need**

**To be successful in this role, you will also be able to demonstrate the following**:

- Minimum of 3-5 years' experience in leading a team
- Results-driven and KPI-focused
- Passion and drive for success and continuous improvement
- Demonstrated business acumen and a strong understanding of contact centre environments
- Evidence in leading change initiatives
- Confidence and resilience at all times and can have tough conversations when required
- Excellent communication, interpersonal, and stakeholder relationship skills.
- Proven ability to use initiative and implement continuous improvements to workflow and systems
- Ability to manage a busy workload, dealing with conflicting demands.
- Knowledge of contact centre systems and operations including IVR, routing, performance measure, and recording tools.

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

Highlights Include:

- 16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whānau in New Zealand and the Pacific
- A paid day off on your birthday and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing
- Career growth - we promote internal capability; and support you with design-specific development and training opportunities; we also have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office packed with modern technologies, stand-up desks, open spac