Customer Service / Sales Support Team Leader

Gallagher Group; Hamilton; Hybrid; NZD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Occasional work from home

Free parking

Modern workspace

KiwiSaver on-top

Life and Disability insurance

Job summary

Gallagher Group Limited in Hamilton is seeking a hands-on team lead for Gallagher Security to guide a high-performing customer service and sales support team across APAC and IMEA. You’ll coach eight staff and oversee order processing and customer interactions.

Join us to drive continuous improvement, champion Salesforce adoption, collaborate across departments, and produce reports that inform decisions while delivering exceptional service and timely dispatch.

Qualifications

• Lead and coach a team of eight, setting clear expectations and KPIs while working alongside them day-to-day.
• Drive exceptional customer experiences by ensuring enquiries are handled efficiently and professionally.
• Support and oversee the accurate, timely processing of Channel Partner orders and sales requests.
• Collaborate across departments to meet dispatch deadlines and deliver excellent service.
• Identify opportunities to streamline systems and champion Salesforce adoption.
• Produce and analyse reports to monitor team performance.
• Be the first point of escalation, mentor your team, and help them grow.

Responsibilities

• Lead and coach a team of eight, setting clear expectations and KPIs while working alongside them day-to-day.
• Drive exceptional customer experiences by ensuring enquiries are handled efficiently and professionally.
• Support and oversee the accurate, timely processing of Channel Partner orders and sales requests.
• Collaborate across departments to meet dispatch deadlines and deliver excellent service.
• Identify opportunities to streamline systems and champion Salesforce adoption, joining RevOps initiatives.
• Produce and analyse reports to monitor team performance and inform business decisions.
• Be the first point of escalation, mentor your team, and help them grow.

Skills

Team leadership

Customer service

Communication

Coaching

Sales support

Tools

Salesforce

SAP ERP

C4C

Job description

About Gallagher

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day, whetherthat’sprotecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions - and right now is a pivotal moment in our evolution.We’rescalingwith intent, driving an incredible growth trajectory with innovationand customer impactat the heart of everything we do. With operations across New Zealand, Australia, Asia, Africa, the USA, Canada, and Europeand exports to over 140 countrieswe’rebuildingglobally focused career pathways right here in New Zealand.

As we expand our Hamilton-based teams,this is your chanceto be part of a true Kiwi tech success storymaking a global impact. Ifyou’redriven by passion and purpose to protect what matters most, comehelp shapethe future ofwhat’spossiblewith us.

About the Role

Take a hands-on leadership role at Gallagher Security, guiding a high-performing team while also working alongside them to deliver world-class customer service and sales support across APAC and IMEA. You’ll play a central role in our order processing and sales support function - empowering your team, supporting our Channel Partners, and driving continuous improvement.

What You’ll Be Doing:

• Lead and coach a team of eight, setting clear expectations and KPIs while working alongside them day-to-day

• Drive exceptional customer experiences by ensuring enquiries are handled efficiently and professionally

• Support and oversee the accurate, timely processing of Channel Partner orders and sales requests

• Collaborate across departments to meet dispatch deadlines and deliver excellent service

• Identify opportunities to streamline systems and champion continuous improvement, leading your team through change and supporting the adoption of Salesforce and new ways of working as part of our RevOps project

• Produce and analyse reports to monitor team performance and inform business decisions

• Be the first point of escalation, mentor your team, and help them grow

The Fit:

We’re looking for someone who brings energy, empathy, and a can-do mindset. You’re confident juggling priorities, thrive in a team setting, and love helping others succeed.

What You’ll Bring:

• 4–5 years’ experience in a customer service or sales support environment

• Proven organisational and planning skills, able to prioritise, pivot and deliver

• Strong communication and relationship-building skills, both written and verbal

• Hands-on experience with Salesforce and other CRM systems (SAP ERP and C4C a bonus)

• A collaborative leadership style that empowers others and fosters growth

• Experience leading teams through change, supporting the adoption of new systems and processes, and championing continuous improvement

• Friendly, solutions-focused, and genuinely committed to delivering excellent service

Working at Gallagher

You’ll be part of a global, future-focused organisation where creativity and innovation are valued and supported. Working in an environment driven by collaboration, innovation, passion, craftsmanship and mutual respect, you’ll help achieve our team purpose to translate vision into exceptional creations.

We also offer:

• Competitive salary and bonuses

• Enjoy the benefits of an office-based role with the freedom to work from home on occasion

• Free parking, a modern workspace and an on-site café

• KiwiSaver on-top and Life and Disability insurance

• A supportive team culture with team-building events, lunches and a fun environment