Right now, an outstanding opportunity exists for a talented and experienced Team Leader to join our Service team to provide effective coaching, development, and management of our Customer Care Consultants to build high performing teams that strive for continuous improvement.
Reporting to the National Customer Delivery Manager for Service, the successful candidate will be responsible for : Lifting performance and engagement in your team through regular high-quality coaching, development conversations, mentoring and performance managementInspiring your team through your regular communication and role modeling of our valuesWork collaboratively with the Customer Delivery Leadership Team to develop budgets and to ensure a consistent delivery of customer service while meeting agreed standards and appropriate sales and service practicesSupport the continued transformation of and contribute to the improvement in business performance and brand profileMonitor and ensure timely and effective resolution of customer complaints and issuesThrough Voice of Customer feedback, identify gaps in overall service delivery and recommend best practice improvements in systems, processes or policies to enhance customer experienceWork collaboratively with Risk and Compliance to identify risk and compliance issues;
ensure the team meet and adhere to compliance and regulatory obligationsEnsure company integrity is maintained and risk exposure minimised by adhering to Company underwriting procedures for all new business or policy replacementsMaintain up-to-date knowledge of products, processes and legislative requirements with the Privacy Act, Consumer Guarantees Act, Human Rights Act, Insurance Law Reform, (NZ Insurance Council) Fair Insurance Code and any other legislation affecting our businessCultural 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 experience in leading and managing a Sales and / or Service team (or equivalent)Proven ability to lead, coach and develop team members in new skills and behavioursAbility to measure and manage performance through development plans and feedbackSome knowledge of call centre technologies including IVR, routing, performance measurement and recording toolsA good understanding of how team efforts contribute to the success of the business as well as demonstrate a good understanding of customer experience touch pointsFive or more years of sales / call centre experience required;
insurance sales preferredWhilst product / industry knowledge is not essential, an appreciation of regulatory compliance is importantTelephone based leadership experienceKnowledge of good practice gained in a similar B2C contact centre environment is likely to help in this areaThis 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.