Customer Experience Team Leader

Nova Energy is part of the family-owned Todd Corporation, one of New Zealand's largest and most successful companies. We're the ones who supply great value energy, broadband and phone services to all kinds of Kiwi homes and businesses.

We are seeking an experienced and dedicated Customer Experience Team Leader to successfully manage a team of agents handling a variety of customer service inquiries across multiple product and service lines.

About the role

As a Customer Experience Team Leader you will be responsible for driving team performance and achieving service level excellence. Your core focus is to manage and develop a diverse team, providing consistent coaching, support, and motivation to empower agents to deliver exceptional customer experiences.

You will cultivate a positive, inclusive, and high-performing environment, ensuring operational goals are met while fostering the professional growth of every team member.

Other key responsibilities:

• Manage daily workflows, ensure adherence to service level agreements, and maintain a positive and productive team environment.
• Analyse performance data, identify areas for improvement, and implement innovative solutions to optimise efficiency and customer satisfaction.
• Tackle complex customer inquiries and empower your team to resolve issues with confidence and professionalism.

**This is a 40 hour week, Monday - Friday between the hours of 8.30am - 6:00pm.

About you**

We are seeking a natural, people-focused leader who is passionate about developing talent and driving exceptional customer service. Your strong coaching and communication skills are essential for guiding agents and fostering a high-performing, inclusive team culture.

You are data-driven, utilising analytics to identify trends and implement effective strategies for continuous performance improvement.

Key skills required for this role:

• Previous experience working in a Call Centre environment within customer care or at a supervisory level.
• Ability to track and analyse key performance indicators (KPIs) like call handling time, first-call resolution, and customer satisfaction scores.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to communicate clear expectations and provide constructive feedback.

**While you may not tick all the boxes, if you can demonstrate how your previous work experience or personal skills would make you successful in this type of role, we would like to talk to you.

More about the Team**

We've got fantastic Customer Care teams in Wellington, Whakatane, and Tauranga. They're a super supportive bunch, big on celebrating wins, helping each other out and working towards providing the best customer service in New Zealand.

What We Can Offer You

• Annual wellness programme, learning and development programmes, discounted Southern Cross, and a bunch of other good stuff.
• Discounted Nova Energy products.
• Flexible work arrangements after training is completed.
• Employee discount programme (Todd Perks), free eye checks, discounted gym, fuel savings – to name a few.
• Generous leave provisions including parental leave top ups for 26 weeks, volunteer leave, 3 days office closure leave and the option to purchase additional leave.
• Fun Cultural Calendar & social club activities
• A dynamic environment with an ever-evolving industry where you can learn, grow, and thrive.

*Application process:*

• Please click 'apply' to submit your application via the Seek advert.
• We're reviewing applications as they come in and will move quickly to interview.
• Due to immigration requirements, we are only accepting applications from those who have current work rights in New Zealand right now.
• Please note that you may not receive notification of the outcome of your application until the vacancy has closed, and we have completed the shortlisting process.

Join our dedicated team and grow your career in a supportive and inclusive environment where we value diversity and encourage you to be your authentic self throughout the recruitment process. Please don't hesitate to share any specific needs or ways we can assist and support you throughout this process.