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Customer Care Team Leader/coach

2 weeks ago

Hamilton, New Zealand The Warehouse Group Full time

Company Description

The Warehouse Group (TWG) is New Zealand’s largest retailer and not to mention a Kiwi classic brand Across all our 5 brands, our purpose is to help Kiwis live better every day and our vision is to build New Zealand’s most sustainable, convenient and customer-first company.

We are looking for a Customer Care Coach (Team Leader) to lead one of our customer Care teams in Hamilton, servicing our ‘The Warehouse’ and ‘Warehouse Stationery’ customers

**Job Description**:
As a Customer Care Coach, your primary role will be to utilise your passion for people and customer experience You will coach, support and empower high-performing and energised Customer Care Teams while living in breathing our values by thinking customer, doing good and of course, owning it Consequently, building a team of strong, engaged and customer-centric Customer Care Specialists

**In this busy role, you will be responsible for**:

- Confidently leading the Customer Care team and ensuring that our high service levels are consistently delivered.
- Motivating and engaging team members, creating an environment that enables them to perform their roles to their best while having some laughs along the way.
- Influencing the teams to be sustainability advocates and have all the tools to educate our customers.
- Proactively identify training and skill gaps while delivering collaborative coaching and development opportunities.
- Ensuring KPIs are exceeded, such as time and attendance, while also holding high attention to detail to guarantee our policies, and procedures are met.
- Reflecting our values through service standards from performance to customer service, in The Warehouse Group language this means Own It, Think Customer and Do Good

**Qualifications**:
**To thrive in the role, you will have**:

- Ability to collaborate and build relationships with a variety of key stakeholders and departments such as legal and marketing.
- A customer-centric attitude and experience in coaching and mentoring a diverse range of people.
- Can thrive in a fast-paced environment.
- You will be an effective communicator who can motivate a large team to meet KPIs and build relationships at all levels.
- High levels of initiative and the ability to make decisions associated with the effective running of the team.
- Demonstrate business understanding at a senior level and provide examples of leading multi-site teams to success.
- A team player, who can work alongside other key members of the Customer Care leadership team with ease.
- Sound experience in the use of MS Office suite, including Word, Excel, Outlook. Having experience or exposure to Salesforce is a bonus, but not a must.

Additional Information
**What ‘s in it for you?**

We offer a dynamic, supportive team environment within a business that cares about and recognises individuals. The business is at an exciting point in its life story. By empowering our teams and increasing cross-collaboration, we aim to make TWG New Zealand’s best place to work, so expect to receive:

- Career opportunities that come with a company our size
- Join a company that holds sustainability at the heart of what we do
- Take your birthday off - paid
- Staff discounts across all of our brands
- Long Service leave
- 26 weeks of fully paid parental leave or 10 days additional leave to support your partner.
- Fully paid Jury Service
- Lifestyle Leave - spend more time doing the things you love

If you are eager to work with two of New Zealand’s iconic retail brands and are passionate about customer experience, then we would love to hear from you