Team Leader Customer Support at NZ Defence Force, Auckland

Mō tēnei tūranga mahi | About this role

Mō te tūnga | About the role

As the Team Leader, you'll be responsible for managing a team of customer support agents to assist and provide service to military and civilian staff. You will bridge the gap between our military and civilian teams to ensure timely customer service to our stakeholders.

A typical day will involve:

• Day-to-day management of the customer support team;
• Allocation of work for customer service agents;
• Overseeing the consistent delivery of all high quality administrative and business support services;
• Troubleshooting for and supporting team members;
• Regular engagement with key stakeholders/customers/command; and
• Fostering and building relationships with Defence Shared Services Group and wider NZDF contacts.

Ngā pūkenga me ngā wheako | Skills and Experience

We are looking for someone with existing leadership experience, or looking for the next step in their career with a growth mind-set. You will be a confident communicator and have the ability to liaise with a diverse range of internal stakeholders/customers. Planning, organisation and administration skills are key to the role.

You will also demonstrate:

• A strong people and customer focus;
• The ability to effectively communicate with diverse range of people, from military to civilian;
• A can-do, problem solving attitude with a willingness to learn;
• Confidence in leading and managing a small team;
• Planning and organisation skills;
• Proficient use of MS Office suite (would be advantageous);
• Familiarity with SAP system (desired but not essential);
• Customer service team lead or office administration/management background and/or similar experience; and
• The ability to motivate, empower and foster a positive team culture.

Mō mātou | About Us

The Defence Shared Services Group (DSSG) is responsible for the effective provision and efficient delivery of shared services activities to the whole of NZDF.

DSSG provides accessible and timely responses to requests for service, acts as the conduit to other Defence Logistics Command units and is the key point-of-contact between Base and Camp operational commanders and business owners. Our goal is to achieve quality customer satisfaction through excellence in service and business solutions. Through our unique culture, passion, commitment to continual improvement and the expertise and professionalism of DSSG team members, we are strategically positioned to provide superior shared services to the NZDF.

Every hour of every day, 365 days of the year, the New Zealand Defence Force is contributing to the defence, security and well-being of Aotearoa / New Zealand. As a modern, professional military, it is our goal to maintain well trained, equipped and disciplined armed forces that can react to crisis at short notice. 

Nōu te rourou | What's in it for you

NZDF is an inclusive organisation that is open to flexible working arrangements and welcomes applications from people regardless of gender, ethnicity, disability, sexual orientation, age, beliefs/opinions, or family circumstances.

In return for your expertise, dedication and hard work, NZDF is offering remuneration reflective of your experience, along with:

• Great benefits for you and your family.
• Fully funded life cover up to $300,000.
• Discounts Handbook for selected retail, entertainment and service providers.
• 5 weeks annual leave per year.
• Flexible working environment and positive culture.
• Opportunities for career development.
• Variety, challenge and a chance to influence.

Me pēhea te tuku tono | How to Apply

To view the Position Description and to Apply, please use the links on this page.

Please note:

• Applicants will be required to undergo a pre-employment drug screening test prior to any offer of employment being made.
• If you are an existing NZDF employee (excluding contractors) you must apply through our Internal Vacancies site, via the HR Toolkit.

Applications close on Tuesday 31 January 2023.

Please note: Applicants must be legally entitled to work in New Zealand (NZ) and be able to obtain and maintain the required level of NZ Government security clearance for the position applied for. The minimum citizenship and residency criteria for security clearances to be granted by the NZ Defence Force are as follows:

Low level Security Clearance

• most preferably a NZ citizen, who has resided in this country continuously for at least the last five years, OR
• is a citizen of, and/or has resided continuously in one or more of the following countries for the last five years: either Australia, Canada, NZ, the United Kingdom (UK) or the United States of America (USA); and has a background history that is verifiable and can be assessed as appropriate by the NZ Security Intelligence Service (NZSIS) towards a recommendation of suitability for a security clearance at this level.

If you do not meet these minimum criteria, we will not be able to accept your application.