Customer Service Manager, Nz

On-siteNZ : Sales, Customer ExperienceFull timeGWA 740

Avondale, Auckland, New Zealand

Description Your new role We are looking for a Customer Service Manager to join our team in Avondale on a permanent, full-time basis. Reporting through to the Country Manager NZ, you will be responsible for ensuring we deliver world beating customer experience across every interaction. In this role, you will lead and inspire a high-performing Customer Experience team, to beat, all customer service KPI's ensuring we delight our customers, plumbers, and merchants every day. You'll be a part of the NZ Leadership Team and play a key role in developing a National Customer Experience Strategy that aligns with the wider business strategy, supporting GWA's vision of providing a market-leading service and a competitive advantage in the marketplace. You'll also provide clear vision and direction to the team, shifting the function towards more proactive, value-add activities such as outbound engagement, while keeping a strong focus on managing cost-to-serve and improving efficiency. This is a fantastic opportunity to make the role your own and drive genuine impact across both our customers and our business. About you You'll bring at least 5 years' experience in a similar leadership role, with a proven ability to drive team performance and deliver results. You'll also have : Strong customer service skills with a continuous improvement focus Excellent written, verbal, and telephone communication skills Analytical and planning ability to support sound decision-making Experience leading teams in a high call volume environment Proficiency with MS D365 or a similar operating system About us At GWA, we're not just a company—we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year. When you join us, you'll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways. We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars—We are One Team, We are Customer Focused, and We Care for Each Other—are more than just words; they're our way of life. What can you expect from us? Join us on our journey from Good to Great, where you'll collaborate with inspiring colleagues, engage with iconic brands, and contribute to a business with a legacy of strong growth. Take the first step towards an exciting career and become part of a team that's dedicated to delivering exceptional customer experiences and making a real difference in the world. We value passion, potential, and a willingness to learn. Aside from a supportive and collaborative culture where you'll be set up for success and know that you're making a real difference from day one, we'll offer you : Hybrid working options Free onsite parking Competitive remuneration and bonus structures An immersive onboarding program to set you up for success Opportunities to learn and grow through our Learning & Development programs Paid parental leave program 'Great Rewards' and 'Boost' programs - exclusive access to discounts and cashback rewards at your favourite stores Life & Trauma insurance Option to purchase additional annual leave Health & Wellbeing Services with 24 / 7 in app access to medical advice, safety support and mental healthcare for you and your immediate family members. Annual flu vaccinations Ready to apply? Great! Just click the apply button to build your career with us! Please note : You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. Please note that we are not accepting applications from agencies at this time.