Customer Engagement Manager

4 days ago

Wellington City, New Zealand Kiwibank Full time

Do you know what it takes to motivate a remote, overnight workforce?
- Provide guidance, support and coaching to develop the capability in your team
- Fully remote, with the occasional need for office time for team connection
- Shift is Sunday to Thursday 4:30 pm to 1.00 am

**This is us. Where you matter.**

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive - we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

**This is us. Where making an impact matters.**

You’ll be responsible for leading a team of CX Representatives in one of our Overnight teams. You’ll ensure performance against our Nga Kauwaka (Culture) behaviours and KPIs, and operating with a philosophy of coaching and feedback. You’ll also be running team connection activities. As well as build a community of best practice and high performance to deliver the right outcomes for our Customers and Kiwibank.

**This is us. Where your expertise matters.**

**At Kiwibank, we will help you build on your strengths and learn new skills. This is a perfect role if have a few years leadership experience in banking and are ready to take this to the next level by playing an important role delivering on Kiwibank’s customer goals. We would love to hear from you if you have some of the following:

- Experience in banking retail or call centre along with in-depth understanding of regulatory environments and risk and compliance needs.
- Ideally have worked nights before, and have the lifestyle that suits these hours.
- Experience coaching for performance and know how to empower customer centric, high performing teams.
- Strong understanding of sales and service environments and how to coach for positive outcomes.
- Excellent written & verbal communication skills to manage customer escalations and grow your teams’ capabilities.
- Business acumen, and experience using data insights for decision making.

**This is us. Where you and your whānau matter.**

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.

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