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Customer Experience Team Leader
Cirtex Industries Ltd Christchurch, South Island
Experienced Customer Experience Team Leader
Flexible Work location (Christchurch, Thames, Auckland)
Fast paced & dynamic workplace growth industry
Newly created role with national accountability
Competitive remuneration package + Vehicle
The Company
Our business was established in 1982 as an industrial textiles manufacturing and distribution company. Over the last 40 years, we have developed a reputation for providing top quality products to the Civil Construction and Infrastructure sectors, to residential customers and to trades nationally and now internationally.
Our brands are Cirtex Industries Ltd (New Zealand), Cirtex Industries Pty Ltd (Australia) and Strol Ltd.
It is an exciting time to join our team as whilst we are growing and embracing change, we remain a family-owned business committed to our people whilst continuing to uphold the company values established by our founders, which unify our operation and guide our behaviour and relationships.
The Role
We have been investing heavily in the Customer Experience Team at Cirtex over several months as it is recognised as critical to the success of our company.
Due to growth and business expansion, we have a created a new opportunity to not only join that team, but to lead it.
The Customer Experience Team Leader is responsible for :
Motivating, coaching, inspiring, training and directing the customer service team on the best ways and approach to consistently deliver exceptional customer service in line with the Core Values, Vision and Strategic Objectives of the business; and
The strategic and hands-on design, development, and implementation of customer experience programs companywide that will continue to build customer loyalty, drive growth and increase company revenue.
This role will require regular travel to other Cirtex branches in and around New Zealand, particularly during the training and onboarding process.
Working across all brands, the successful applicant will :
Analyse, measure and test current team processes and methodologies
Use requisite skills to develop, design, implement and lead an ongoing programme of process innovation and continuous improvement initiatives
Oversee, innovative and imaginate customer experience programs
Lead the Customer Experience team; constantly striving for world class
Create, implement and amend as necessary, task assignment / modes of operation / work procedures
Provide consistent direction to team members, delegating / assigning tasks as necessary, managing performance / conduct / expectations
Perform a hands-on customer service support function
Evaluate and report on customer experience programme metrics and outcomes
The Applicant
We are looking for a person who naturally aligns to our company ethos. A tertiary business qualification or a Lean Six Sigma Certification (or similar) would be an advantage.
Prior leadership experience in a Customer Experience team / Call or Contact Centre is essential, as is prior experience leading a team remotely.
Proven experience in driving continuous improvement / overseeing, innovating and creating customer experience programs is desirable.
An understanding of Cirtex products along with the market in which Cirtex specialises in would be an advantage.
We will welcome your application if you believe you have what it takes to be successful in this role and you :
Have prior leadership experience in a Customer Experience Team / Call or Contact Centre
Have prior experience leading a team remotely
Have proven experience in driving continuous improvement / overseeing, innovating and creating customer experience programs
Are computer literate and a proficient user of the Microsoft Office Suite (NetSuite Experience would be an advantage)
Are well organised with a customer focused approach
Are an excellent communicator (written and verbal)
Can multi-task, work across a range of projects and adhere to deadlines
Are willing and able to travel regularly
Possess the ability to understand and learn the products and markets of the Cirtex Group
Can build and maintain strong, open and collaborative relationships across all levels of the business and work collaboratively with different areas of the business to achieve the desired outcomes of the role
Your Application
To be considered for this position, please submit your application by using the APPLY button above, and by uploading your Resume / CV and a cover letter, which includes specific detail on your experience to date with :
Leading a team
Managing a team remotely
Continuous improvement / overseeing, innovating and creating customer experience programs
Cirtex have implemented a Covid-19 policy, and as such it may be a requirement of this role for the incumbent to be fully vaccinated and / or wear a mask in the workplace.
In the event you are not vaccinated or cannot wear a mask, or do not wish to disclose your vaccination status, we may not proceed with the recruitment process.
Any offer of employment will be conditional upon vaccination proof being provided in roles where it is required.
Our recruitment process includes, and any offer of employment will be subject to, pre-employment drug and alcohol testing and a criminal history check.
Please note : to apply for this role you need to be eligible to work in New Zealand. Due to restrictions on travel currently because of Covid-19, only New Zealand Citizens, Residents, or candidates with a valid work visa, who are already in New Zealand, or that can travel freely back to NZ under current regulations, will be considered for this role at this time.
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