Customer Care Performance Coach

nib; Auckland; Hybrid; NZD 110,000 - 135,000; Full time

Benefits offered by this job

Free health insurance

Hybrid work environment

Generous leave policy

Parental leave (18 weeks)

Total wellbeing benefits

Job summary

nib NZ is seeking a Performance Lead to drive a high-performing, customer-focused culture. You will coach frontline teams, leverage data to improve performance, and champion continuous improvement across Customer Care.

The role blends leadership, strategy and hands-on coaching to shape nib NZ's future service delivery. Ideal candidates will have call centre or insurance experience, strong MS Office skills, and a passion for delivering exceptional customer outcomes while balancing team

Qualifications

• Proven experience leading and coaching frontline teams.
• Strong customer service background within contact centres.
• Advanced skills in Word, PowerPoint and Excel.
• Excellent interpersonal, problem solving and analytical abilities.
• High integrity and time management.

Responsibilities

• Coach and develop frontline teams to improve performance.
• Leverage insights to drive operational excellence.
• Champion continuous improvement initiatives.
• Support nib NZ Customer Care strategy and culture.

Skills

Leadership

Coaching

Customer service

Call centre

Analytical

Problem solving

Interpersonal

Time management

Attention to detail

Integrity

Tools

Microsoft Word

PowerPoint

Excel

Job description

nib NZ is seeking a Performance Lead to drive a high-performing, customer-focused culture. You will coach frontline teams, leverage data to improve performance, and champion continuous improvement across Customer Care.

The role blends leadership, strategy and hands-on coaching to shape nib NZ's future service delivery. Ideal candidates will have call centre or insurance experience, strong MS Office skills, and a passion for delivering exceptional customer outcomes while balancing team