Customer Service Lead

Genesis Energy NZ; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

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. You’ll oversee operations and have the scope to own projects that strengthen team performance and the customer experience.

You’ll coach and support the team, manage escalated complaints, and work across Sales, Pricing, Switching, Metering, Solar, Market and Billing to resolve issues and improve the

Qualifications

• Existing team leadership or management experience, with a strong customer service background.
• Ability to lead a sizeable team, drive performance and build relationships.
• Excellent communication and stakeholder management, capable of handling challenging conversations.

Responsibilities

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

Skills

People leadership

Customer service

Communication

Stakeholder management

Attention to detail

Job description

Administration, Contact Centre, Customer Service, Operations

Expertise Administration, Contact Centre, Customer Service, Operations

Job level(s) Graduate, Experienced

Work type(s) Permanent full-time

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.