Customer Service Team Leader

Billi Australia; Auckland; Sur place; NZD 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Competitive salary and benefits

Opportunity to lead and shape a key CS

Supportive, collaborative culture

Ongoing learning and development

Career growth within a growing org

Résumé du poste

Billi Australia in New Zealand is seeking a Customer Service Team Leader to guide our NZ after-sales operations and deliver outstanding service for customers and partners. You will lead a small team, coordinate service bookings, and drive improvements across invoicing and support workflows.

You will coach team members, manage escalations, monitor KPIs, and collaborate with Service, Sales and Finance to enhance customer experiences.

Qualifications

• Experience in customer service, service coordination or support operations.
• Previous leadership or team mentoring experience.
• Strong communication and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment with attention to detail.

Responsabilités

• Lead, coach and support the customer service team
• Manage service bookings, scheduling and quote processing
• Handle escalated customer enquiries and complaints
• Monitor service performance, workload and KPIs
• Ensure accurate invoicing, records and system data
• Drive process improvements and service excellence
• Provide reporting and performance insights
• Build strong relationships across Service, Sales and Finance

Connaissances

Customer service experience

Leadership

Communication skills

Problem solving

Attention to detail

Systems proficiency

Customer-focused

Stakeholder management

Description du poste

Lead a high‑performing team and deliver exceptional customer experiences across Billi's after‑sales operations.

22nd October, 2026

For over 30 years, Billi has been a market leader in premium filtered drinking water systems, delivering innovation, sustainability and exceptional customer experiences across Australia, New Zealand and internationally.

At Billi, we're proud of our collaborative culture, customer-first mindset and commitment to continuous improvement. As we continue to grow, we're looking for a Customer Service Team Leader to guide our customer service function and help deliver an outstanding service experience for our customers and partners.

The Customer Service Team Leader is responsible for leading a small customer service team within New Zealand and ensuring the efficient delivery of service bookings, technical support coordination, invoicing administration and customer support activities.

This role combines people leadership with operational oversight. You'll coach and develop team members, manage customer escalations, optimise workflows and collaborate across the business to improve service outcomes and customer satisfaction.

Key Responsibilities

• Lead, coach and support the customer service team
• Manage service bookings, scheduling and quote processing
• Handle escalated customer enquiries and complaints
• Monitor service performance, workload and KPIs
• Ensure accurate invoicing, records and system data
• Drive process improvements and service excellence
• Provide reporting and performance insights
• Build strong relationships across Service, Sales and Finance

You'll bring

• Experience in customer service, service coordination or support operations
• Previous leadership or team mentoring experience
• Strong communication and problem‑solving skills
• Ability to manage competing priorities in a fast‑paced environmentHigh attention to detail and accuracy
• Confidence using multiple systems and processes
• A proactive, customer‑focused approach
• Strong teamwork and stakeholder management skills

What We Offer

• Competitive salary and benefits package
• Opportunity to lead and shape a critical customer service function
• Supportive, collaborative and values‑driven culture
• Ongoing learning and development opportunities
• The chance to make a genuine impact on customer experience and business performance
• Career growth opportunities within a growing organisation