Customer Care Manager

About us

As part of a global company, Tunstall is the market leader of telecare solutions.

Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live safely in the place of their choice.

Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical devices and 24 / 7 call centre support.

What there is

That feel-good feeling to help people who need it

Great training and onboarding to the team

Secure a

full-time role

Hybrid working opportunities for the right people who have suitable home equipment (once fully trained)

The purpose of the role

Reporting directly to the Head of Operations (Executive), the newly created role of Customer Care Manager will lead from the front as you coach, support, and inspire our New Zealand-based Customer Care team to deliver exceptional service.

You'll drive performance against key KPIs, foster continuous improvement, and ensure our customers remain at the heart of everything we do.

This role partners closely with the Workforce and Reporting Advisor to ensure optimal staffing, and with the Operations Advisor to embed training and development.

You'll also collaborate across departments and with our Australian colleagues to support the One Tunstall strategy and seamless service delivery for our important clients.

Responsibilities

Lead, coach, and support approximately 26 Customer Care Consultants to deliver outstanding customer experiences

Work closely with the Shift Seniors and Head of Operations to best support the team

Manage team performance, learning and development, and compliance

Oversee induction and ongoing training for system, product, and protocol updates

Support daily operations and reporting to meet client expectations and contractual KPIs

Analyse and improve work practices, systems, and procedures for service quality and efficiency

Ensure workforce planning aligns with call metrics and service needs

Provide after-hours, on-call support on a rotating basis

Handle escalated customer calls and complaints with empathy and resolution focus

Collaborate with Australian Customer Care team and departmental leaders and colleagues to support cross-team initiatives

Contribute to the Customer Care business plan in alignment with company strategy

Experience and Requirements

Minimum 5 years' experience in Customer Service leadership, ideally in a 24 / 7 contact centre

Proven success leading medium to large teams

Strong coaching, mentoring, and performance management capabilities

Experience in workforce planning and reporting analysis

A proactive, solutions-focused mindset with a passion for continuous improvement

Proficiency in Microsoft Office and ability to learn new systems quickly

Confidence in presenting information and interpreting reporting

Knowledge of change and project management methodologies

Excellent communication and interpersonal skills

Strong computer literacy and adaptability to new tools and processes

Empathy and responsiveness to diverse client needs

Skilled negotiator with a calm, resolution-focused approach

Ability to work independently, make decisions, and adapt to changing priorities

Desirable

Experience in healthcare, aged care or community care

Why us?

Competitive salary

Hybrid working opportunities (for the right people who have suitable home equipment and once fully trained)

Great induction and orientation process to welcome you onboard

Free onsite parking and coffee machine

Discounts and benefits through the PERKS platform

Opportunities for training and development

Fun and regular staff events - we love food!

Instant and yearly recognition awards

Warm and friendly culture

Free counselling service with a focus on mental wellbeing

Diversity & Inclusion

At Tunstall, we're proud to champion diversity in backgrounds, experiences, and perspectives.

Each Tunstall colleague has a superpower...they're unique.

No one else is them, and we think that's special.

We welcome and encourage applications from all people, including Maori, Pasifika, LGBTQIA+ communities, people with all abilities, and people from diverse experiences and backgrounds.

We are committed to equity and inclusion, and to creating a workplace where everyone feels respected, valued and able to thrive.

To be successful, candidates must have the appropriate work eligibility rights.

Candidates are required to provide a

Police check,

which can be organised and paid for by us.

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