Customer Service Manager

2 days ago

New Zealand TBT Property Full time NZ$60,000 - NZ$120,000 per year

Job Description:

Job Title: Customer Service Manager

About The Role:

To deliver effective support and solutions to clients while ensuring efficient management of service relationships and customer needs.

Key Responsibilities:

Customer Experience & Service Delivery


• Act as the primary escalation point for clients and property managers to ensure all tenancy matters are resolved promptly and professionally.


• Build and maintain strong relationships with property owners, tenants, and stakeholders.


• Oversee client onboarding, feedback management, and service improvement initiatives.

Team Leadership & Training


• Lead, mentor, and support the property management and compliance teams to maintain high service standards.


• Conduct training on customer communication, dispute resolution, and service protocols.


• Monitor team performance, set KPIs, and implement continuous improvement practices.

Compliance & Risk Oversight


• Ensure compliance with health, safety, and legal requirements, including Healthy Homes standards.


• Monitor legislative changes (Residential Tenancies Act) and update internal policies accordingly.


• Oversee risk assessments, coordinate insurance claims, and ensure transparent reporting to clients.

Dispute & Resolution Management


• Prepare and lodge Tenancy Tribunal applications and represent the company where necessary.


• Manage disputes with a focus on fair, customer-centric outcomes.


• Document tribunal cases and integrate lessons learned into service policies.

Client Relations


• Identify opportunities to expand our portfolio by fostering strong relationships with new and existing investors.


• Collaborate with marketing to enhance property visibility and client acquisition strategies.


• Conduct market research to identify emerging trends and provide strategic advice to stakeholders.

The above list is not exhaustive and the role may change to meet

the overall objectives of the company.

Requirements:

  • Customer service focused: committed to providing exceptional customer service across all channels written, phone and face to face.
  • Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience.
  • Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.
  • Commerciality: ability to apply knowledge in a practical, commercial manner.
  • Teamwork: willingness to assist and support others as required and get on with team members.
  • Time management/organisation: accomplish objectives effectively within time frame given, and carry out administrative duties within portfolio in an efficient and timely manner.

Personal Attributes:

  • Professional approach (essential).
  • Confident manner (essential).
  • Problem Solving Attitude
  • Proactive & a team player

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