Customer Experience Team Leader

About the Role

Steel & Tube, a proud New Zealand company with over 70 years of history, is seeking a passionate CX Team Leader for our Roofing division in Christchurch. This pivotal role suits an experienced roofing expert or a motivated supervisor to lead a high-performing team of Customer Experience Consultants to deliver exceptional service and drive national growth. You'll champion a 'One Company' culture, ensuring seamless collaboration across sales, operations, and branches to put customers at the heart of every decision.

In this hands-on leadership position, you'll oversee daily team coordination to meet SLAs, making key resourcing decisions to balance workloads and maintain service excellence. You'll dive deep into analytics, managing exception reports for uninvoiced orders, margins, and performance metrics, to spot opportunities and eliminate barriers. By fostering standardised training and capability uplift, you'll empower your team to handle complex customer journeys, from technical roofing queries to custom solutions, while promoting safety targets and process improvements that align with our purpose: "Make Life Easier" for customers. This role offers the chance to shape customer experiences end-to-end, blending strategic oversight with tactical execution to boost profitability and team morale.

Key Responsibilities

• Team Leadership: Guide, coach, and develop CX Consultants to hit performance, productivity, and quality targets, building a collaborative, high-achieving environment
• Customer Excellence: Lead efforts to cultivate enduring relationships with key customers, swiftly resolving concerns and ensuring 'right product, right place, right time' delivery
• Sales Support: Partner with Account and Area Managers to uncover growth opportunities, tackle sales inhibitors, and promote our diverse roofing product range for profitable outcomes
• Training & Development: Support and drive consistent technical, product, and safety training; support national initiatives by identifying skill gaps
• Process Optimisation: Analyse reports to address uninvoiced sales, negative margins, and inefficiencies; drive continuous improvements in customer and stakeholder processes.
• Stakeholder Engagement: Maintain clear, effective communication with internal teams and external customers to align on goals and resolve challenges.
• Safety & Compliance: Champion health, safety, and environmental standards, integrating them into daily operations for a secure, compliant workplace.

About You

You're a roofing guru with deep industry knowledge and a track record in high-performing teams, ideally from steel, building, or construction sectors. Strong stakeholder engagement skills are essential; you excel at building trust, influencing outcomes, and navigating complex relationships. Preferred leadership experience will set you apart, though we're excited about supervisors eager to grow into this role. Bring excellent communication, analytical prowess, problem-solving, and a passion for customer-centric sales. Familiarity with Microsoft AX or similar systems is advantageous, alongside commitment to integrity, teamwork, and our core values.

Why Join Us?

As part of Steel & Tube's national network, you'll engage in exciting sectors like infrastructure, commercial construction, and rural projects, distributing everything from roofing essentials to structural steel. This role provides professional growth, a supportive culture, and real impact on business success. Lead with purpose, innovate customer experiences, and thrive in a flexible environment focused on results and work-life balance.

Ready to elevate roofing customer experiences? Apply now and shape the future at Steel & Tube