Customer Service Lead - People & Performance Coach

Genesis Energy NZ

Auckland

On-site

NZD 70,000 - 90,000

Full time

8 days ago

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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

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

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