Customer Service Team Leader

New Zealand Couriers; Nelson; On-site; NZD 60,000 - 75,000; Full time

Job summary

A New Zealand courier service is seeking a proactive Team Leader to guide their Customer Services team. Responsibilities include overseeing operations, handling customer inquiries, and ensuring service excellence. Ideal candidates will have leadership skills, attention to detail, and effective communication abilities. This role offers career development opportunities within a supportive work environment.

Benefits

Stable work environment

Career development opportunities

Dynamic team culture

Qualifications

• Proven leadership ability or strong desire to step into a leadership role.
• Excellent communication and people management skills.
• Results-driven approach with strong problem-solving ability.

Responsibilities

• Oversee customer queries and assist with day-to-day operations.
• Manage banking-related tasks and ensure prompt reconciliation.
• Support team development and foster a positive, collaborative culture.

Skills

Leadership ability

Communication skills

Problem-solving ability

Attention to detail

Customer feedback handling

Data entry skills

Tools

Microsoft Office

Job description

Location: Nelson
Hours: Monday to Friday, 8.00am - 5.00pm and Saturdays 8.00am - 11.00am

Ready to lead from the front?
New Zealand Couriers is looking for a proactive, organised, and people-focused Team Leader to guide our Customer Services team to even greater success. If you thrive in a fast-paced environment and have a sharp eye for detail, this is your chance to step up and make a real impact.

About Us

Proudly NZ-owned and operated, New Zealand Couriers has been delivering ahead of the pack for over 50 years. As the flagship brand of Freightways, and with over 1,100 employees and 550 independent contractors across 25 locations, we take pride in connecting Kiwis through reliable, efficient courier services. Our passionate people are the heart of our success - and we're looking for more great talent to join us.

About the Role

As a Team Leader, you'll be responsible for overseeing a high-performing team while also rolling up your sleeves to assist with day-to-day operations. You'll assign and monitor customer queries, drive service excellence, and ensure the accurate processing of financial and operational admin tasks.

This role offers variety, challenge, and the opportunity to support and develop a great team.

Key Responsibilities

• Assign and monitor customer queries from the service queue
• Manage banking-related tasks and ensure prompt, accurate reconciliation
• Process, file, and recharge invoices, and handle credits/debits
• Oversee and process customer claims and follow up on customer feedback
• Conduct regular stocktakes and order stock from Head Office
• Assist with monthly accruals and financial reporting
• Ensure team is meeting KPIs and national standards of service excellence
• Support team development and foster a positive, collaborative culture

What You'll Bring

• Proven leadership ability or strong desire to step into a leadership role
• Excellent communication and people management skills
• Results-driven approach with strong problem-solving ability
• High level of accuracy and attention to detail
• Confidence in handling customer feedback and turning issues into opportunities
• Strong data entry skills and proficiency in Microsoft Office
• A calm, solutions-focused mindset under pressure

What We Offer

• A stable and supportive work environment in a proudly NZ-owned business
• Opportunities for career development within the Freightways Group
• A dynamic and friendly team culture where your contribution is valued
• A fast-paced role that keeps you engaged and challenged

Sound like your next move?
Submit your application today! Please include your CV and a cover letter outlining your experience and why you're the ideal candidate for this role.

All applicants must be eligible to work in New Zealand and be able to pass a pre-employment drug test and criminal background check.