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Customer Contact Team Leader

Employer:
Tertiary Education Commission
Job Category:
Customer services
City/Town:
Wellington - Wellington
Region:
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
11-Jul-2019
Closing Date:
25-Jul-2019
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Job Description

If you're looking for your “why”, then come and join us at TEC. We truly believe in the transformational benefits of education and vocational training and as a result we invest $3 billion a year in tertiary education and training, and seek to lift the aspirations and skill bases of all New Zealanders from ages 7 to 74.

We're looking for a leader of our customer contact group who can support the development of a team to deliver excellent customer service.

Our customer contact group are responsible for building trust and satisfaction through effective and high quality customer service. You will be joining in the start-up phase of our contact centre as one of the team leaders, giving you an opportunity to have a significant impact building our customer centric culture.

 

What will you be doing?

  • Managing a team of approx. 10 to deliver excellent customer service - supporting their training and development to become product experts, establishing and monitoring standards.
  • Dealing with escalated issues and finding proactive solutions to achieve better customer service. This will include communicating to the wider organisation on trends and potential improvements.
  • Supervising and managing the answering of incoming and outgoing enquiries in our multi-channel environment to meet or exceed the required standard of service delivery.

What will you bring to the role?

  • Previous team leadership / supervisor experience in a customer centric or customer service environment. You will take a coaching and mentoring approach to management.
  • Passion for the customer and building great customer service through a team, you will be able to identify and champion good customer service.
  • Experience in contact centre systems and processes

What will you get in return?

  • Join us at an exciting time where we are building our customer service approach and standards, have real impact.
  • Collaborative team and supportive manager.
  • $105k – $123k, depending on experience.
  • A range of benefits including flexible working options, a wellness programme and the ability to purchase extra leave.

 

The TEC is an equal opportunity employer and committed to providing a working environment that embraces and values diversity and inclusion. Your unique talents and experience will help us deliver exceptional services to New Zealand. We look forward to your application.

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