Centre Team Lead: Coaching, Growth & Customer Outcomes

The Co-operative Bank Limited; Wellington; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Wellbeing Leave

Parental Leave Benefits

Life and Critical Illness insurance

Employee Assistance Programme

Banking Benefits

Profit Share

Workride

Job summary

The Co-operative Bank Limited in Wellington is seeking a capable Contact Centre Team Lead to guide and coach a small yet mighty team from our Te Waka head office. You will drive performance, support development, and deliver outstanding customer experiences in a fast-paced banking environment.

You’ll focus on continuous improvement, using customer insights and operational data to identify opportunities and ensure risk is managed while achieving positive outcomes for New Zealanders.

Qualifications

• Proven experience leading and developing a team, creating an environment where people feel supported, accountable, and motivated to succeed.
• Strong coaching and performance leadership skills, with the ability to build capability, provide constructive feedback, and support individual growth.
• A customer-focused mindset, with the ability to balance customer experience, operational performance, and risk management to deliver great outcomes.
• Experience using customer insights, operational data, and performance measures to identify opportunities and drive continuous improvement.

Responsibilities

• Lead and develop the Contact Centre Team through coaching, support and clear direction, building capability and driving continuous improvement.

Skills

Team leadership

Coaching

Customer focus

Data-driven improvement

Job description

The Co-operative Bank Limited in Wellington is seeking a capable Contact Centre Team Lead to guide and coach a small yet mighty team from our Te Waka head office. You will drive performance, support development, and deliver outstanding customer experiences in a fast-paced banking environment.

You’ll focus on continuous improvement, using customer insights and operational data to identify opportunities and ensure risk is managed while achieving positive outcomes for New Zealanders.