Customer Service Manager

Based in Mount Wellington, options to work hybrid from home
- Develop & empower a high-performance CS team
- Customer centric approach in a values lead organization

**Customer Service Manager - Call Centre**

**The Company**:

- Tech based company in the B2B space
- Products, Systems & Solutions services.
- Privately owned business across NZ and AUS
- Local choice with the power of global partners
- Values based organisation with internal and external customers at the heart of all they do

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Do you love to inspire, encourage and motivate others? Are you a natural people leader with a positive mindset? Do you have a strong and unwavering belief that the customer is at the heart of all that we do? If you answered yes, then we have an exciting opportunity for you

**About the role**:
We are currently looking for a
**Customer Service Manager** who will lead, develop & motivate a team of Customer Service Consultants, providing them with excellent guidance and leadership to enable them to deliver industry leading customer service standards and contribute to the achievement of the overall performance.

**Other associated tasks include**:

- Lead and develop this small customer service team that packs a big punch and makes a big difference to the customer journey
- Identify, develop & implement activities to improve operational performance
- Be proactive in the identification and execution of team development, coaching & training
- Provide resolutions to escalated customer issues & complaints
- Ensure appropriate allocation of resources through monitoring & evaluating business needs & trends
- Continuous process improvement
- Workforce planning
- Located in Mt Wellington but options to work from home
- Full time 40 hours a week, permanent

To be successful for this position, you will need to be ‘hands-on’ and be prepared to listen, engage and understand the team, as well as customers changing and evolving needs.

**What we are looking for**:

- Proven leadership and people management experience in a Customer Service environment, where you will be required to develop, support and coach your team to success
- An understanding of B2B Customer Service ideally coming from product or service sales environment
- Exceptional communicator with strong emotional intelligence
- A collaborator who can build strong relationships with a range of different people & personalities
- A can-do attitude & problem solver
- IT Savvy with experience using CRM systems
- Continuous improvement and process improvement mindset and action orientated

**What’s on offer**:
You will be part of a vibrant and talented team, work in an innovative & supportive environment and enjoy the benefits that come with working at a company that values their employees and has great tenure.
- A great place to work - the word ‘family’ encompasses who we are and how we do business
- A culture that encourages work / life fulfilment
- Ongoing learning & development to meet your professional development needs
- Access to an Employee Assistance Program for you and your family
- Novated Leasing - options for salary packaging your car

An attractive remuneration package plus benefits will be based on the skills and experience of the successful applicant.

**How to apply**:
Submit your CV in word.

**A bit about Amanda who is recruiting this role**
I have been in recruitment for over 10 years but I am also a holistic therapist with a love for healing, nature and travelling. I’m passionate about environmental issues and an advocate for excellent mental wellbeing practices in the workplace. I recruit for the following roles (TEMP, FTC, PERM & CONTRACTING):

- Human Resources - From Advisor / Generalist level up to Senior Management / BP level
- Recruitment - From Consultant / Advisor level up to Management and BP level
- L&D / OD / Change Management

If you need any assistance on any of these roles in your organisation feel free to get in touch with me and I can help