Customer Escalations Manager

**Contract**:Permanent, Full Time**

**Where**:Auckland**

**We’re all about endless potential**:
We’re the team in charge of empowering New Zealand’s digital future. A future few can imagine. It started with the roll-out of our once in a hundred year network. But there’s much more to come as we keep pushing what’s possible, providing unlimited access to an ever-evolving range of innovative products and services. Technology that’ll support, inspire and connect people and businesses for generations.

To that end, we need more curious, collaborative and forward-thinking people. Because while we’re busy improving our national network, we’ll need more of the best to join our truly inclusive workforce, one where you’ll be made to feel you belong, and that everything you do is valued (because you do, and it is).

As for our culture. Our people say it’s one of the best around. We’re proud of that. And with our Chorus Care package benefits behind you too, you’ll have everything you need to seize this opportunity and make it your own.

**We put people first**:
Strong teams are motivated, inspired and packed with diverse talent. Team developers have a vision and set clear goals for their people. They give honest feedback and have tough conversations when necessary. At the end of the day, they have their team’s back.

**Work your way.**:
**What you’ll be doing**:
The CNO team is the operational powerhouse that ensures Chorus has robust and efficient capability to deliver field workforce outcomes and operate the Chorus network assets to deliver a superior experience for customers.

The Customer Escalations team is the link between Chorus end customers, internal teams, and service companies to manage and resolve escalations relating to the following requests:

- Workmanship
- Reinstatement
- Technician behaviours
- Internal Customer Escalations (Chorus Employee)

The Customer Escalations Manager provides strong leadership in customer experience, service delivery, continuous improvement, and coaching to the team. A strong focus on capability development as well as working closely with stakeholders to provide insights and reporting into complaint drivers and escalations to affect change through continuous improvement initiatives.

**What you’ll bring to the table**:
Having a real passion for what you do is a great start. But it’ll take more than that to succeed in this role. The Customer Escalations team is accountable for the E2E management and resolution of customer issues and escalations and in doing so, identify opportunities that promote and drive improvement to the customer experience.

We are looking for an adaptive and forward-thinking leader to drive and support personal accountability, encourage, and enable a change culture that inspires the team and individuals to proactively resolve queries and succeed in delivering a great service to customers.

The ability to form and nurture strong stakeholder relationships will role model and inspire the team to develop effective working partnerships aligned on getting it right first time with a “customer at the heart of what we do” focus and intent.

In order to support this, you’ll need:

- Excellent leadership and proven collaboration skills
- Lead an engaged, passionate customer driven culture engendering a strong focus on delivery, execution and the end customer
- Eliminate internal barriers. Facilitate communication and manage key service company and stakeholder relationships to promote end to end outcomes and complaint resolution
- Day to day management of the Customer escalation functions, to ensure our people, workflows and customers are set up to be successful and achieve SLA and OLA targets and obligations
- Leadership and management to ensure all functions are informed and aligned, and that workflow tasks are delivered on time and that team members understand how their role contributes to the achievement of team and Chorus objectives and strategy.
- Drive initiatives to continuously improve costs, quality, and service. Proactively identify gaps in existing processes and develops potential solutions to optimise and improve productivity and drive success.

**Keen?**:
**Required Skills**:
Required Experience