Customer Service Lead

Genesis; Auckland; On-site; NZD 90,000 - 120,000; Full time

Job summary

Genesis seeks a seasoned people leader to head the Ecotricity Customer Service team in Auckland for a 12-month fixed-term or secondment role. You will guide day-to-day operations, coach the team, and drive improvements across customer experience.

You’ll collaborate with Sales, Pricing and Billing to resolve issues and deliver seamless service, while owning projects and KPI reporting to enhance performance.

Qualifications

• Existing team leadership or management experience with a strong customer service background.
• Ability to lead a sizeable team, manage performance and build relationships.
• Strong communication and stakeholder management, including handling challenging conversations.
• Organised, self-motivated with attention to detail and deadlines.

Responsibilities

• Lead, coach and support the Customer Service team, including regular one-on-ones, performance conversations and development.
• Oversee daily customer service operations, workload, inbox and call flow to ensure effective team coverage and delivery.
• Manage escalated complaints and complex customer situations, supporting the team to deliver effortless customer experiences.
• Work across Sales, Pricing, Switching, Metering, Solar, Market and Billing to resolve issues and improve the end-to-end customer experience.
• Take ownership of projects, process improvements, KPI reporting and operational governance activities alongside leading the team.

Skills

People leadership

Stakeholder management

Communication

Project ownership

Job description

In The Moment, For The Future

At Genesis, we’re always looking ahead - to new possibilities, smarter solutions, and a better energy future for Aotearoa New Zealand. Every role here plays a part in shaping what’s next, whether it’s through cutting-edge technology, bold thinking, or everyday excellence. If you’re driven by progress and inspired by purpose, this is your chance to be part of something remarkable. Step into a career where your actions today help power tomorrow.

In The Moment, For The Future

At Genesis, we’re always looking ahead - to new possibilities, smarter solutions, and a better energy future for Aotearoa New Zealand. Every role here plays a part in shaping what’s next, whether it’s through cutting-edge technology, bold thinking, or everyday excellence. If you’re driven by progress and inspired by purpose, this is your chance to be part of something remarkable. Step into a career where your actions today help power tomorrow.

What You’ll Do

Based in our Auckland office, this 12-month fixed-term or secondment opportunity will see you lead the day-to-day performance of the Ecotricity Customer Service team, with 11 direct reports. Alongside keeping customer operations running well, you’ll have the scope to take ownership of projects and improvements that strengthen team performance and the customer experience.

• Lead, coach and support the Customer Service team, including regular one-on-ones, performance conversations and development.
• Oversee daily customer service operations, workload, inbox and call flow to ensure effective team coverage and delivery.
• Manage escalated complaints and complex customer situations, supporting the team to deliver effortless customer experiences.
• Work across Sales, Pricing, Switching, Metering, Solar, Market and Billing to resolve issues and improve the end-to-end customer experience.
• Take ownership of projects, process improvements, KPI reporting and operational governance activities alongside leading the team.

What You’ll Need

You’ll be an experienced people leader who can provide clear direction while giving your team the support and coaching they need to perform well. You’ll also be comfortable balancing day-to-day leadership with projects and improvement work, taking ownership and keeping things moving.

• Existing team leadership or management experience, supported by a strong customer service background.
• The ability to lead a sizeable team, manage performance and build effective working relationships.
• Strong communication and stakeholder management skills, including confidence handling challenging customer conversations.
• A self-motivated, organised approach with the ability to meet deadlines and maintain strong attention to detail.
• Experience in an energy/utilities contact centre environment would be an advantage

Ready to join us?

This is more than just a job - it’s your chance to be part of something meaningful. If you’re curious, capable, and care about creating a better future, don’t wait. Let’s shape what’s next, together. Join us and enjoy all that’s ahead – for your career and New Zealand’s energy future. This could be your moment,

Everyone’s journey is different.

At Genesis, we understand that everyone has unique needs and experiences. We’re committed to creating a recruitment process that is fair, accessible, and inclusive for all. If you require any adjustments or accommodations to participate fully in our hiring process, please don’t hesitate to let us know. We’re here to support you every step of the way.