Customer Support Team Leader
Teletrac Navman
Auckland City, AUK
3d ago
source : ExploreJobs

Tower turned 150 years old this year and we're on an exciting transformation journey as we believe customers deserve better.

We might be New Zealand's oldest insurance company but we're young at heart and love looking after our customers in terms of car, contents, house, commercial, rural or travel insurance needs.

Right now, an outstanding opportunity exists for a talented and experienced Team Leader to join our Customer Support Team to provide effective coaching, development, and management of our Customer Support Specialist Teams to build high performing teams that strive for continuous improvement.

  • Reporting to the Sales & Retention Chapter Lead, the successful candidate will be responsible for : Lifting performance and engagement in your team through regular high-quality coaching, mentoring and performance managementInspiring your team through your regular communication and the role modeling of our valuesDriving a culture of continuous improvement and provide regular insights and feedbackHaving regular development conversations your teamTaking ownership of customer complaints and resolve them in a timely manner in line with the Fair Insurance Code (FIC)Optimizing agent performance by implementing strategies that create operational effectivenessEmpowering our people to make the right decisions that balance what customers' value and what is commercially viable for our businessProviding regular insights and feedback to our Chapter Lead, Retention Product Owner and relevant product owners across the business to help accelerate Towers Strategy to be a digital challengerWork collaboratively with Risk and Compliance to identify risk and compliance issues and opportunities within our Sales and Retention platform and determine remediationCultural fit will be key;
  • the successful candidate will need to align to our culture of passionate people doing things differently. You will be a proven people leader that can inspire and challenge our people and lead them through a significant period of change.

    We'd love to hear from you if you have : Proven track record of lifting performance in an individual and in teamsStrong ability to coach agents effectively to drive good customer & business outcomesPrevious experience leading teams preferably in a contact center environmentgood understanding of how team efforts contribute to the success of the business as well as demonstrating a good understanding of customer experience touch pointsYou're comfortable working in agile ways, never afraid to fail fast and get back up again and find a new way to create great experiences.

    Proven ability to positively lead teams through change and act as a champion of changeWhilst product / industry knowledge is not essential, an appreciation of regulatory compliance is important In return, we offer : A great company culture.

    Excellent employee benefits, such as complimentary life and income protection insurance + extra annual leave.Modern office environment located in downtown Auckland, only a two minute walk to BritomartA volunteer day so you can do good in the community!Tower prides itself on being a diverse and inclusive environment.

    We embrace and encourage our employees to bring their whole selves to work, and to celebrate their age, gender, sexual orientation, race, religion and anything else that helps to make our people unique.

    We are proud holders of the Rainbow Tick which is a really important symbol for us.this is an exciting opportunity to grow your career and make your mark in this challenging and rewarding role.

    If this sounds like you, then apply today.Applications close 18 September 2020 at 5pm.

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