Team Leader

Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today.

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwi than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose which pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

**Our Opportunity**:
The Team Leader - Customer Service role purpose is to coach, support and empower high performing and energised Customer Service Teams delivering an easy customer experience and creating great customer memories. This role will have a focus on improving customer interactions and in turn improving first contact resolution and drive low customer effort. Helping our people be the best they can be is fundamental to this role. The Team Leader - Customer Service role is instrumental in achieving a high-performance culture through self-management, personal responsibility, and ownership, embracing change, and working in a fast-paced agile environment.

Team Leaders will facilitate and participate in driving and shaping the future of the Contact Centre, continuous improvement, change and high performing behaviours, through research, analysis, networking, being curious, collaborating with others and contributing from an insightful viewpoint.

**Key Accountabilities**:

- Coaching, mentoring and supporting a team of up to 15 Customer Service Specialists
- Implement plans, training, and support so that Mercury attains industry leading results achieved in customer satisfaction
- Work with the wider business providing a touchpoint for our teams that enables and supports shared goals and initiatives
- Implement initiatives that measure support and lift our customers' experience and recommend improvement
- Provide an open communication channel for all staff members, ensuring an environment of approachability and timely resolution of issues

**We are looking for**:

- Extensive experience with coaching and leadership of service or contact centre teams
- Proven experience with change management and deliverables
- Ability to build strong relationships and develop effective communication strategies / channels with key internal and external stakeholders
- Relevant experience within the utilities space is preferred but not required

**Mercury offers (full benefits are listed on our Career Page)**:

- Additional 5 days leave per annum (MyDays)
- $400 one off tax-free payment towards setting up your home office
- A diverse workplace where your unique abilities and talents will be recognised and encouraged
- Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
- The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi-utility providers
- Flexible working policy - The autonomy and trust to work flexibly from our purpose-built premises and from home, recognising the value of this flexibility in the modern world
- Discounted health insurance and free life and income insurance
- Excellent well-being programme including up to $100 annual check ups and confidential assistance programme
- Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

**Job Details**:

- Reference #
- 38180
- Posted
- 09 Jan 2025
- Closing
- 31 Jan 2025 17:00
- Location(s)
- Auckland, Hamilton, Oamaru, Tauranga
- Expertise
- Contact Centre, Customer Experience (CX), Customer Service, People Leadership, Team Lead
- Job level(s)
- Management
- Work type(s)
- Permanent full time