Team Lead - Christchurch
Christchurch, Canterbury, NZ
6d ago
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Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata.

If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.

Vodafone is working hard to build a more connected, inclusive, and sustainable future for Aotearoa New Zealand. We use technology to challenge and innovate, to better support our customers and are committed to helping disadvantaged rangatahi through Te Rourou, Vodafone Aotearoa Foundation.

We're proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

  • Performance is not only about what we deliver within our role, but also how we deliver it. We are Fanatical about customers;
  • we Simplify & act now; we Own it; and we Front up with feedback. Our behaviours are driven from the front by our people who live them every day.

    Ko tō tūranga Your Role

    Reporting to our Arohia Manager, as the Team Leader of our Fabulous Frontline, you’ll provide day to day leadership and performance coaching to our Customer Care teams to improve consistency and achievement of quality measures and outcomes.

    Your core role as a Team Leader is to serve your people through cultivating, driving and modelling empowerment which grows your teams knowledge and learning.

    You will identify opportunities to improve performance with groups of employees by taking the initiative to build their capability and ensure a culture of ownership is created.

    We have current opportunities available in the following regions :

  • Auckland - Hybrid
  • Christchurch - Hybrid
  • Tauranga - Remotely
  • Palmerston North - Remotely
  • Wellington - Hybrid
  • Whangarei - Remotely
  • Dunedin - Remotely
  • Ko tō mahi What you’ll do :

  • Implement and lead through the lifecycle of continuous improvement areas
  • Demonstrate people leadership accountability for capability and performance of your team.
  • Develop a fanatical- about- customers’ culture within the team through relentless customer focus
  • Set and maintain minimum standards, never accepting below standard performance
  • Provide clear and effective leadership to improve employee engagement
  • Carry out technical knowledge, call, chat, and case management coaching with all members and provide feedback and next steps for improvement.
  • Na tōu rourou - What you’ll bring

    Passion for CX with the pedigree to lead by example for the team along with a Customer obsessed mind set. You set the tempo for your team’s performance and lead them to uncover customer first solutions.

    Your ability to de-escalate issues and take ownership of your team’s results is a priority focus. You’ll inspire and mentor, encouraging fresh thinking and surfacing new ideas as you help your people hit their mark and perform like stars! You will also bring :

  • Leadership skills and the ability to lead remote teams across New Zealand
  • Comfortable working either Hybrid or Remote ways of working, No Graveyard shifts, Operating hours 7am 10pm Mon - Sun
  • A Flexible & open attitude, driven to help the customer as a priority
  • Ability to coach and deliver feedback effectively
  • Strong people and growth orientation. A desire to support people to be better than they thought possible.
  • Sound understanding of change management frameworks and execution
  • Ability to manage multiple projects at once, enabling strong workflow to manage deadlines
  • Min. 2 years operational experience in issue resolution, case management or deep knowledge of systems including social media channels.
  • Nā mātou te rourou What you’ll get

    Vodafone is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to ensure you have time for those priorities outside of work. You will also get :

  • Freedom of Flexible ways of working - Example : 2 days onsite and if your shift is after 6pm or weekends, option to work from home.
  • Remote Employment opportunities are available

  • A fully subsidised Southern Cross Regular Care policy to provide health insurance cover for you & family.
  • 4% KiwiSaver employer contributions, an extra 1% more than the statutory minimum. You choose how to save for your Retirement either via KiwiSaver(KS) or SuperCash (superannuation allowance as a cash allowance paid with your salary).
  • Laptop, unlimited data plan, cell-phone for business or personal use, discounts on Vodafone products, services and much more!
  • Joining the Vodafone whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career.

    You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

    If this sounds like you, Apply Now!

    Please note recruitment process :

  • Successful applicants will be invited to undertake an initial online assessment, (approx. 10 mins. to complete) followed up with a phone interview.
  • All going well, you’ll be invited to a formal online interview

  • We are considering applicants based locally due to the nature and urgency of this hiring. Citizenship, PR, Work visa (Must have min.
  • 18 months remaining on work visa)

  • Vodafone operates a Covid-19 Protection Policy which requires that our employees be fully vaccinated against COVID-19 and register their valid My Vaccine Pass’ with us.
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