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Team Leader - Customer Service Centre

Team Leader - Customer Service Centre

BelronWorkFromHome, Hawke's Bay, New Zealand
21 days ago
Job description

Overview

Step up. Lead with heart. Make a real impact.

We are looking for a driven and collaborative Team Leader to support and lead a team of Customer Service Representatives in our fast-paced Customer Services Centre. This is an exciting next-step opportunity for someone with a couple of years of leadership experience, ready to stretch and grow within a global business. You’ll be working in a high-performing leadership team and will play a key part in creating a supportive, accountable, and team-first culture – both within your own group and across the wider leadership group.

What you’ll do

  • Lead a team of up to 10 Customer Service Representatives, with seasonal expansion up to 12 during peak months (October – April).
  • Provide hands-on coaching, regular performance feedback and daily support to your team.
  • Maintain focus on key performance metrics including customer experience, quality, efficiency, and booking conversion.
  • Handle live escalations and support smooth resolution of customer issues.
  • Contribute to strong leadership culture – collaborate, share insights, and grow capability.

Hours : 40 hours across the week

What we’re looking for

  • At least 2 years’ experience in a team leadership role, managing a small team (5 – 6 people).
  • Contact centre or similar performance-based environment preferred.
  • Strong understanding of customer service delivery and coaching.
  • Ability to adapt to changing workloads and maintain team performance in busy periods.
  • A collaborative mindset – able to contribute to a tight knit leadership group.
  • Willingness to develop, share knowledge and grow your leadership capabilities.

    • What we offer

  • Flexible work options - WFH + Flexible working opportunities (minimum 4 days in office).
  • Health Cover Plan - A comprehensive wellness programme, including a free day-to-day health cover plan designed by Southern Cross to help you actively take care of your health and keep costs down.
  • Reward programme - Earn vouchers and discounts across 70+ New Zealand businesses – Groceries, Fashion, Health / Beauty, Home / Garden, Entertainment, Travel / Holiday.
  • Wellbeing fund - $200 yearly to support activities or initiatives that promote wellbeing (e.g., medical costs, gym fees, immunisation, self-development, sports equipment, opticians, spa day visits).
  • Birthday leave - A day of paid leave in your birthday month.
  • Parental leave - 10 days paid leave for new parents.
  • Volunteering day - Time off to support your community.
  • Career growth - Development opportunities for your career, locally and internationally.

    • About us – Belron New Zealand (Smith&Smith®, Laser® and Exceed)

    Belron® is the world's leading vehicle glass repair and replacement group, operating in 40 countries across 6 continents, and home to 26,000 employees.

    Our New Zealand operations consist of three well-respected brands in the market : Smith&Smith®, Laser® and Exceed. Smith&Smith® is New Zealand’s leading automotive vehicle glass repair and replacement specialist; Laser is New Zealand’s leading plumbing and electrical brand; Exceed is a leader in repairing door and window hardware.

    At Belron New Zealand, you'll find a supportive atmosphere that encourages professional growth and values diversity. We recognise and reward the contributions of our team members, offering competitive pay rates, comprehensive benefits, and ongoing opportunities for development. We are proud to have been awarded a Gold 2023 EcoVadis Sustainability Rating for the third consecutive year, ranking in the top 5% of global companies for social, environmental, and ethical performance.

    If you’re interested in learning more or want to apply for the role, click Apply Now.

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    Team Leader • WorkFromHome, Hawke's Bay, New Zealand