Customer Support Team Leader

ECL Group; Wellington; On-site; NZD 90,000 - 130,000; Full time

Job summary

ECL Group in Wellington is seeking an experienced people leader to head our Customer Support team. You will drive performance, customer experience and operational excellence in a fast-paced, 24/7 environment.

You’ll coach and develop frontline supervisors, manage shifts and rosters, monitor SLAs and escalate issues, partnering with stakeholders to deliver seamless service across all shifts while upholding our safety and environment commitments.

Qualifications

• Experience leading or supervising teams in customer support or contact centre.
• Experience in a 24/7 operational environment.
• Proven track record of coaching high-performing teams.
• Strong customer service skills and escalation handling.
• Excellent communication and relationship-building abilities.
• Outstanding rostering and time management.
• Calm under pressure with sound decision-making.
• Familiarity with ITIL practices is a plus.

Responsibilities

• Lead, coach and develop the Customer Support team.
• Conduct regular 1:1s, performance reviews and quality monitoring.
• Monitor service delivery and ensure customer SLAs are achieved.
• Manage shift coverage, workforce planning and roster adherence.
• Act as the first point of escalation for customer issues and complaints.
• Drive a positive, high-performing team culture aligned with ECL's values.
• Monitor operational performance and identify improvement opportunities.
• Collaborate with Team Leads and stakeholders to ensure seamless service across shifts.
• Provide reporting, insights and recommendations to support performance.
• Champion health, safety, wellbeing and environmental commitments.

Skills

Team leadership

24/7 operations

Coaching

Customer service

Communication

Rostering

Decision making under pressure

Ticketing systems

Microsoft 365

ITIL awareness

Education

ITIL Foundation (advantageous)

Tools

Ticketing systems

Call monitoring tools

Microsoft 365

Job description

Who are we?

At ECL Group, we enable the connections that keep New Zealand moving. As New Zealand's oldest, most trusted infrastructure services business, we've been supporting critical infrastructure since 1957. With more than 250 employees across 19 locations nationwide, we install, maintain, protect and repair the systems that keep New Zealand connected. From fuel infrastructure and payment technologies to EV charging solutions and essential business systems, our teams work behind the scenes to keep some of New Zealand's most recognised brands operating every day, including Z Energy, BP, Exxon Mobil, Foodstuffs, Woolworths, G.A.S. and NZ Post.

What's so exciting about this role?

This is an opportunity to step into a people leadership role where you'll make a real impact on team performance, customer experience, and operational excellence.

Key Responsibilities

• Lead, coach and develop the Customer Support team.
• Conduct regular 1:1s, performance reviews and quality monitoring activities.
• Monitor service delivery and ensure customer SLAs are consistently achieved.
• Manage shift coverage, workforce planning and roster adherence.
• Act as the first point of escalation for customer issues and complaints.
• Drive a positive, high-performing team culture aligned with ECL's values.
• Monitor operational performance and identify opportunities for improvement.
• Work closely with other Team Leads and stakeholders to ensure seamless service delivery across all shifts.
• Provide reporting, insights and recommendations to support business performance.
• Champion health, safety, wellbeing and environmental commitments across your team.

About You

We're looking for a motivated and capable leader who thrives in a fast-paced customer support environment.

To be successful in this role, you'll bring:

• Previous experience leading or supervising teams within a customer support, contact centre or technical support environment.
• Experience working within a 24/7 operational environment.
• A proven track record of coaching and developing high-performing teams.
• Strong customer service skills and the ability to professionally handle escalations.
• Excellent communication and relationship-building abilities.
• Exceptional organisational, rostering and time management skills.
• The ability to remain calm under pressure and make sound decisions.
• Experience working with ticketing systems, call monitoring tools and Microsoft 365.
• A proactive, solutions-focused mindset with a genuine passion for customer service.
• Experience with ITIL practices or an ITIL Foundation certification would be advantageous.

Why Join ECL?

At ECL, we're committed to creating an environment where our people can succeed and grow.

In return, we offer:

• A supportive and collaborative team culture.
• The opportunity to lead a large and impactful customer support team.
• Ongoing professional development and leadership growth opportunities.
• Exposure to critical technology solutions supporting customers nationwide.
• A stable, growing business with a strong reputation and national footprint.
• The chance to be part of a company that values safety, innovation, customer focus and operational excellence.

Our Values

Our people live our values every day:

• Always Safe
• One Team
• Customer Driven
• Empowered to Think New
• Rock Solid Delivery

If you're an experienced people leader who enjoys developing teams, improving customer experiences, and delivering operational excellence, we'd love to hear from you.

Applications will be reviewed as they are received, and the position may be filled before the closing date if the right candidate is identified.