Associate Manager

2 days ago

Palmerston North, New Zealand Toyota Full time

An exciting opportunity exists to lead our award-winning Customer Care Centre, this role reports directly to the Manager Customer & Events and provides a rare opportunity to join the award-winning Customer Dialogue Centre as our Associate Manager.

The Customer Dialogue Centre team are an empowered team that represents the voice of Toyota New Zealand and our customers - our team aim to deliver exceptional service to our customers every day. As the Associate Manager you will be responsible for managing and supporting the team to continuously provide positive customer experiences with the Toyota New Zealand brand. You will also be some one that doesn’t accept the status quo and be proactive in expanding customers experience option for us.

If you are an experienced people leader who empowers teams to provide exceptional service and solutions, are passionate about enhancing customers experiences and are an awesome communicator - then this is a fantastic role for you

Some of your responsibilities will include:

- Coaching and mentoring the team to ensure they are providing positive case outcomes- Investigating and implementing enhanced usage by the team of an array of systems and support tools.- Conducting team meetings as required to reach solutions and provide guidance and track goals- Helping to resolve escalated cases where necessary- Overseeing dashboards in order to monitor KPIs and case management statistics- Overseeing costs to ensure that they are within budget- Project management as requiredWe pride ourselves on our people - so you will need:

- Previous experience in a case management role- Contact Centre experience (advantageous but not essential)- Previous experience in managing and developing a team- The ability to relate to and communicate with a wide variety of peopleSo who are we?

Toyota New Zealand is a wholly owned subsidiary of Toyota Motor Corporation, Japan and in 2021 celebrated 34 years of vehicle market leadership in New Zealand. As the leading automotive brand in New Zealand, Toyota is focused on winning the hearts of New Zealand through exceptional customer experience and mobility for all. We want to make mobility available to everyone, with accessible, affordable, safe innovation and technology that enhances New Zealanders’ lives. We are a brand that is accessible to all Kiwis, and we back positive progress in New Zealand society through our own behaviours, community involvement, sponsorships, and inclusivity of all New Zealanders. We also care about being a sustainable business with sustainable practices, while supporting initiatives and programmes that look after our environment.

What can we offer?
- A wide range of excellent staff benefits- Opportunity to work in a global organisation where people are the heart of everything they do- A Supportive, fun, friendly culture- Opportunity to work with a talented, award-winning teamAt Toyota NZ we celebrate diversity. We are proud to be an employer committed to the principles of equal opportunity, supporting individuals from all walks of life. Toyota NZ is also committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities

The recruitment for this role is being managed by QJumpers HR Assist. For a confidential discussion please do not hesitate to contact Annette Weatherall on 0800758673.

Only applicants with New Zealand Citizenship or New Zealand Permanent Residency should apply.

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