Customer Care Team Leader

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 of Customer Excellence, we are looking for a truly inspirational and enthusiastic leader to join our team. You will be expected to effectively and efficiently lead, coach, develop and manage a team of frontline customer care consultants. You will be accountable for ensuring overall functionality of the team, providing day to day support and delivery to meet key business needs in the customer care area. Identifying and driving improving improvements in systems and processes. Creating a team that consistently meets and achieves key performance targets and measures against internal and external customer service levels.

Your day will typically involve monitoring daily performance of consultants, responding to customer’s escalations, and liaising between our wider business and your team. You will work closely with a number of internal stakeholders to ensure we are meeting expectations for both our partners and customers.

Our Team Leaders lead, mentor and inspire team members and provide ongoing direction and development. They use a wide range of tools and techniques to create and maintain a collaborative, motivated and positive team atmosphere and are given the autonomy to execute this.

**Important to your success**:

- You will be passionate about developing a team and enjoy having coaching conversations and motivating a team to achieve results;
- You will be innovative and willing to implement initiatives to encourage engagement and customer centric approach;
- With a background in customer care, you will be diplomatic, empathetic and have that professional touch to resolve escalated instances and guiding your team to ensure that customers feel comfortable and confident when talking to them about their needs and requirements;
- This role has an abundance of variety as you will be dealing with a wide range of customers (internal and external), reporting, escalations and much more every day;
- You will be resilient and able to work under pressure; and
- You will to be agile and flexible as workloads can be impacted by a multitude of reasons, whether it is business requirements or unforeseen world events, including natural disasters.

**Other skills and experience may look like this**:

- This is a highly collaborative role, ability to build positive relationships with internal and external stakeholders in a short periods and maintain them;
- Is not afraid of picking up the phone and having potentially difficult conversations with customers;
- Previous experience within Customer Care in the insurance industry (highly desirable);
- Proven experience in coaching and developing a team (preferable);
- Strong written and oral communication skills;
- Demonstrates strong problem solving skills and a solution based mind-set;
- Intermediate computing skills in MS Word, Excel;
- Is able to multi-task and handle a range of priorities in a highly regulated environment;
- Is passionate about providing a great customer experience; and
- Has demonstrated track record of performance against targets/deadlines/goals/KPI's.

This is a great opportunity to take the next step in your career and to develop and stretch your potential within a leadership role.

**What we offer**

Our employees play an important part in our success. We appreciate that each one has unique needs and ambitions and we enjoy being a part of their journey. You will feel supported to push your capabilities and explore new ideas with leaders who are open, transparent and encouraging. Plus, we offer a wide range of benefits to suit.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance including the option of a hybrid working model.

**About us**

Helping people is at the core of what we do. We partner with some of New Zealand’s leading brands and embed a culture of going above and beyond for our customers.

Headquartered in Auckland’s North Shore, our team provides travel insurance, emergency assistance and pet insurance to our customers and partners throughout New Zealand, as well as health protection for inbound international students.

Allianz Partners is a global business and the world’s largest travel insurance and assistance provider. Allianz P