Customer Experience Manager

Tennex Group is a leading provider of medical waste management and product supply across New Zealand, serving a wide range of industries across a large customer base within the airport / port entrees, hospital, laboratories, Primary & Aged Care, commercial, hospitality and industrial client sectors.

We pride ourselves on delivering safe, compliant and customer and environmentally-focused solutions, together with our ever-expanding product and service portfolio to meet the needs of our customers.

The Role

We're seeking a dynamic and experienced data-driven Customer Experience Manager to lead our team across our customer contact centre across inbound and outbound channels and elevate the customer experience. You'll thrive in a busy operational environment, manage escalations and drive service excellence across our waste collection and product distribution channels. You'll know how to lift performance through smart processes, strong leadership, and exceptional customer focus. We’re looking for a well-seasoned professional to lead our Customer Service team and drive the next stage of improvement in our service delivery.

In this role, you will not only manage the day-to-day service requirements of our customers, but also bring your background in call centre workflow, service excellence, and operational optimisation to redefine how we work. You will be instrumental in shaping our processes, developing our people, and improving customer satisfaction across every touchpoint—from order placement through to dispatch.

This is your opportunity to make a significant impact in a specialised, fast-moving industry.

About the Role

• Lead, mentor, and develop a high-performing National Customer Service Team.
• Oversee daily customer service operations, including order processing, dispatch coordination, and product / service inquiries.
• Manage escalations with professionalism and urgency, ensuring all SLAs are met.
• Work cross-functionally with Operations, Sales, Logistics and Compliance and Finance to ensure seamless end-to-end service delivery.
• Implement, improve and monitor service standards, procedures, and workflow efficiencies.
• Leverage customer insights and service data to identify and drive continuous improvement initiatives.
• Prepare monthly performance reporting for senior leadership.
• Ensure compliance with health, safety, and environmental requirements specific to medical waste handling.

Key Responsibilities

Operational Support

About You

Why Join Us?

You’ll be stepping into a role with real influence—one where your expertise in customer service operations and process improvement will directly shape our future. You’ll lead a committed team, work closely with senior leaders, and help lift the customer experience across the business.

Apply now

To learn more about us, please go to :

If you think you have what it takes to excel in this position, then please apply now, including your CV and Cover Letter.

Successful candidates will be required to participate in pre-employment checks as part of the recruitment process. These pre-employment checks include : Immigration, Ministry of Justice, and ACC.

Only applications from those with the legal right and ability to work in New Zealand will be considered for this position.

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