Customer Care Manager

About us

As part of a global company, Tunstall is the market leader of telecare solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live safely in the place of their choice. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical devices and 24/7 call centre support.

What there is

• That feel-good feeling to help people who need it
• Great training and onboarding to the team
• Secure a full-time role
• Hybrid working opportunities for the right people who have suitable home equipment (once fully trained)

The purpose of the role

Reporting directly to the Head of Operations (Executive), the newly created role of Customer Care Manager will lead from the front as you coach, support, and inspire our New Zealand-based Customer Care team to deliver exceptional service. You'll drive performance against key KPIs, foster continuous improvement, and ensure our customers remain at the heart of everything we do.

This role partners closely with the Workforce and Reporting Advisor to ensure optimal staffing, and with the Operations Advisor to embed training and development. You'll also collaborate across departments and with our Australian colleagues to support the One Tunstall strategy and seamless service delivery for our important clients.

Responsibilities

• Lead, coach, and support approximately 26 Customer Care Consultants to deliver outstanding customer experiences
• Work closely with the Shift Seniors and Head of Operations to best support the team
• Manage team performance, learning and development, and compliance
• Oversee induction and ongoing training for system, product, and protocol updates
• Support daily operations and reporting to meet client expectations and contractual KPIs
• Analyse and improve work practices, systems, and procedures for service quality and efficiency
• Ensure workforce planning aligns with call metrics and service needs
• Provide after-hours, on-call support on a rotating basis
• Handle escalated customer calls and complaints with empathy and resolution focus
• Collaborate with Australian Customer Care team and departmental leaders and colleagues to support cross-team initiatives
• Contribute to the Customer Care business plan in alignment with company strategy

*Experience and Requirements*

• Minimum 5 years' experience in Customer Service leadership, ideally in a 24/7 contact centre
• Proven success leading medium to large teams
• Strong coaching, mentoring, and performance management capabilities
• Experience in workforce planning and reporting analysis
• A proactive, solutions-focused mindset with a passion for continuous improvement
• Proficiency in Microsoft Office and ability to learn new systems quickly
• Confidence in presenting information and interpreting reporting
• Knowledge of change and project management methodologies
• Excellent communication and interpersonal skills
• Strong computer literacy and adaptability to new tools and processes
• Empathy and responsiveness to diverse client needs
• Skilled negotiator with a calm, resolution-focused approach
• Ability to work independently, make decisions, and adapt to changing priorities

Desirable

Experience in healthcare, aged care or community care

Why us?

• Competitive salary
• Hybrid working opportunities (for the right people who have suitable home equipment and once fully trained)
• Great induction and orientation process to welcome you onboard
• Free onsite parking and coffee machine
• Discounts and benefits through the PERKS platform
• Opportunities for training and development
• Fun and regular staff events - we love food
• Instant and yearly recognition awards
• Warm and friendly culture
• Free counselling service with a focus on mental wellbeing

Diversity & Inclusion

At Tunstall, we're proud to champion diversity in backgrounds, experiences, and perspectives. Each Tunstall colleague has a superpower…they're unique. No one else is them, and we think that's special. We welcome and encourage applications from all people, including Māori, Pasifika, LGBTQIA+ communities, people with all abilities, and people from diverse experiences and backgrounds.  We are committed to equity and inclusion, and to creating a workplace where everyone feels respected, valued and able to thrive.

*To be successful, candidates must have the appropriate work eligibility rights. Candidates are required to provide a *Police check, which can be organised and paid for by us.****