Customer Journey Team Leader

2 days ago

Auckland City, New Zealand Emergent Full time

Ellerslie location
- Fuel discounts
- Free gym membership

An incredible opportunity for an experienced Contact Centre Team Leader to join a leading business in providing omnichannel payment solutions for commercial businesses.
- Ellerslie location
- Fuel discounts and free gym membership
- Permanent full-time position

We have an exciting opportunity for an experienced Contact Centre Team Leader to support a team of customer experience specialists who manage accounts and card maintenance, validating and processing transactions.

The key focus of this role is to plan, co-ordinate and manage some of the daily activities of the customer experience team, ensuring a seamless operation. Additional to this you will also manage the training, development and performance of your team.

We are looking for someone with experience in individual performance management, workforce/channel management, strong communication skills and good leadership skills. We are also looking for someone systems savvy to support team members so that they can achieve speed to competency. In addition to this, we are seeking an individual who likes to think outside the box and add some value in terms of process improvements and better ways of working.

**The Role**:

- Oversee the achievement & maintenance of agreed customer service levels and standards
- Lead people through change, supporting with information, coaching and relevant support
- Report analysis and daily reporting
- Communication and working closely with internal/external stakeholders
- Managing cases and resolving escalations
- Identify and recommend improvements to ensure efficient team operations

**To be successful in either of these roles you will be able to demonstrate;**
- Ideally, 3 years experience as a contact centre team leader, senior or similar role
- Experience in guided performance management
- Workforce/channel management
- Strong leadership and interpersonal skills
- You will need to be tenacious and have great problem-solving skills
- Proactive and innovative
- Great written and verbal communication skills
- Accuracy and attention to detail
- Systems savvy
- Proven decision-making skills

Emergent specialises in providing experienced and skilled temporary and permanent staff to a wide variety of businesses. Our team are a long-standing and well-established team of recruitment professionals. We offer a fresh approach to recruitment and we are passionate about what we do, which is why our brand is synonymous with quality and professionalism.

Please follow and like our Emergent page on LinkedIn and Facebook for news and regular updates on available roles.

  • Customer Service Representative

    1 week ago

    Auckland City, New Zealand Team Global Express Full time

    **Connecting people and communities| Driving eCommerce | Moving New Zealand** Our people and customers are at the heart of everything we do! We have exciting opportunity for a passionate Customer Service Representative to join our close-knit team in our Wellington office. **He angitūtanga: The opportunity** Reporting to our fantastic Customer Service...

  • Customer Care Team Leader

    5 days ago

    Auckland City, New Zealand Allianz Partners Full time

    Global Insurance company based in Takapuna. - Flexible and hybrid work practices, learning on-demand, inclusive leadership. - Be part of a culture that enables and empowers you to make an impact. Bring your strong leadership skills into this inbound contact centre to assist to support, guide and develop our team. **About the role** Reporting into our Head...

  • Customer Services Assistant Team Leader

    2 days ago

    Auckland City, New Zealand Auckland Transport Full time

    Are you passionate about helping others grow and develop? - Have you got amazing customer centric skills? - Looking for a fast-paced friendly environment to thrive and grow in? In the Customer Service space at Auckland Transport, we're on a journey to deliver better customer service outcomes for the people of Tamaki Makaurau. Are you after a career where...

  • Customer Service Representative

    2 weeks ago

    Auckland City, New Zealand Team Global Express Full time

    **Connecting people and communities| Driving eCommerce | Moving New Zealand** Team Global Express NZ delivers freight forwarding, end-to-end transport services, and comprehensive logistics solutions to customers operating in New Zealand from Kaitaia to Invercargill. We are a customer-centric, safety-obsessed business with a high-performing, values-based...

  • Customer Service Team Leader

    2 days ago

    Auckland City, New Zealand Fletcher Building Full time

    **General Information**: **Job Type** Permanent **Category** Customer Service **Business** ColorCote **Location** Auckland **Job Reference** 41117 **Posted Date** 01-Aug-2025 **Closing Date** 22-Aug-2025 **Description**: **Customer Service Team Leader** **_ Pacific Coil Coaters, part of Fletcher Building, is a leading provider of pre-painted...

  • Customer Service Team Leader

    2 weeks ago

    Auckland City, New Zealand NZ Post Full time

    Team Leader | Permanent Full-Time | New Market Postshop Your Impact New Zealand Post is looking for a new Team Leader to manage our dedicated team of Customer Service Officers, looking after our customers. We are looking for someone who can think on their feet and support the team when the pressure is on. This permanent role supports a fantastic close...

  • Finance Team Leader

    5 days ago

    Wellington City, New Zealand Universal Business Team Full time

    The Company Our client, Arrow Uniforms specialise in the design, manufacture, and distribution of professional apparel across all major sectors including Healthcare, Corporate, Hospitality and Trade. With over 30 years in the business, Arrow Uniforms offer full uniform solutions including customised branding design, personalised online accounts, appro...

  • Finance Team Leader

    3 days ago

    Wellington City, New Zealand Universal Business Team Full time

    The Company Our client, Arrow Uniforms specialise in the design, manufacture, and distribution of professional apparel across all major sectors including Healthcare, Corporate, Hospitality and Trade. With over 30 years in the business, Arrow Uniforms offer full uniform solutions including customised branding design, personalised online accounts, appro...

  • Customer Service Team Leader

    1 week ago

    Auckland City, New Zealand Pinnacle Life Full time

    Join Pinnacle Life as a Customer Service Team Leader, offering career progression, leading a high performing and results driven team to success **About the company**: **Pinnacle Life** aims to be the leading online life insurer in Aotearoa (New Zealand), making it easier for Kiwi’s to understand, buy and manage their life and living insurance needs. They...

  • Customer Service

    2 weeks ago

    Auckland City, New Zealand Mitre 10 Full time

    Are you passionate about delivering exceptional customer service and ready to lead a dynamic team? We're looking for a Customer Service Team Leader to join our already established and successful team. If you have a strong retail background and a knack for taking initiative, this role is perfect for you! - Leading and assisting a successful customer service...