Customer Care Team Leader

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

GN Hearing is seeking a well-organised, motivated Customer Care Team Leader to guide the NZ Customer Care team. You will report to the NZ Operations Manager and directly manage five Customer Care Representatives.

The role is based in the office 5 days per week, 8:30am-5pm, on a 12 month contract. You will coordinate workloads, assist with complex queries, and work with NZ production and wider NZ/ANZ teams to deliver a smooth customer experience.

Qualifications

• Experience leading or coaching a team.
• Customer care or call centre background.
• Strong communication and organisational skills.
• Proficient with computer systems and Microsoft Office, including Excel.

Responsibilities

• Lead and coach five Customer Care Representatives.
• Coordinate daily workloads and support with complex queries.
• Collaborate with NZ production and wider NZ/ANZ teams to ensure smooth customer experience.
• Proactively identify opportunities to improve processes and performance.

Skills

Leadership

Communication

Organisational skills

Excel

Tools

Microsoft Office

Job description

Join GN Hearing and help New Zealanders to hear and stay connected.

We are seeking a well-organised, motivated and positive Customer Care Team Leader to lead our NZ Customer Care team. Reporting to the NZ Operations Manager, you will directly manage, coach and support five Customer Care Representatives.

The role is based in the office 5 days per week, 8:30am-5pm. Please note this is a 12 month contract.

This is a hands‑on role for someone who enjoys keeping a busy team on track. You will coordinate daily workloads, support the team with complex customer queries, and ensure orders and enquiries are managed accurately and on time. You will also work closely with the NZ production team and the wider NZ and ANZ teams to deliver a smooth customer experience.

You will be proactive in identifying opportunities, solving problems and improving the way we work. You will lead with energy, accountability and a genuine commitment to great customer care.

We offer a collaborative and professional workplace where people support each other, share knowledge and enjoy having fun as a team.

To succeed, we are looking for a customer care or call centre super-star, with excellent communication and organisational skills. Someone who is confident and adept with computer systems and Microsoft Office including Excel and has a practical, customer-focused approach. Previous experience leading or coaching a team will be highly regarded.

Be part of a team that takes pride in making a meaningful difference for our customers every day.

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