Retention Practice Lead

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

In this role you will own the Retention customer journey end to end both within your team and across the contract centre. You will play a key role in driving the sustainable growth and results of the Retention customer channel to ensure we deliver exceptional and consistent customer experiences whilst creating a highly engaged and performing team culture.

An integral part of this role will be working closely as one with the other Practice Leads to ensure all customer journeys are seamless and consistent.

You can expect to be across the following:

- Drive a customer-centred culture resulting in customers choosing Tower, recommending Tower and staying with Tower
- Monitor and ensure timely and effective resolution of customer feedback, complaints and issues, and assess root causes so that improvements can be identified and delivered
- Work with stakeholder teams to recommend and implement best practice improvements in systems, processes or policies to enhance our customers experience and other business targets
- Ensure clear performance and development objectives are developed, monitored and support plans to enable success of your leaders and teams against these.
- Ensure services and interactions are continually assessed for quality and adherence to standards; monitor service levels and report results of quality programs and plans to increase performance standards and results
- Work collaboratively with Risk and Compliance to identify risk and compliance issues and opportunities within the Customer Delivery function and determine remediation

**What you'll need**

You will have a proven ability to drive strategies and outcomes. Additionally, you will be a natural leader who is able to lead and inspire others through significant transformational change

**To be successful in this role, you will also be able to demonstrate the following**:

- Minimum of 5 years' experience in leading and driving improvements across customer contact experiences
- Evidence of leading changes that have positively impacted customer experience and improved operational outcomes

**We pride ourselves on encouraging everyone to bring their whole selves to work, and respect diverse opinions and backgrounds. Making sure we are doing what's right; our recruitment process is fair and unbiased.**

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Career growth - we promote internal capability; we have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 12 weeks
- Retail deals and discounts