Hybrid Service Lead — Frontline & People Growth

Vodafone New Zealand Limited; Auckland; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Southern Cross health insurance (fully

Lifestyle leave

Discounts on One NZ products

Job summary

One NZ in Auckland is seeking a Service Lead to shape the frontline experience across our Consumer and Business segments while empowering leaders to build capable, engaged and high-performing teams. You’ll coach and develop leaders, foster ownership, and ensure delivery of great experiences for our customers.

This hybrid role is based at our Tāmaki Makaurau Support Office in Auckland’s Wynyard Quarter with flexible work options to support work-life balance.

Qualifications

• Deep commitment to delivering great experiences for customers and frontline teams.
• Proven ability to inspire, grow, and empower diverse frontline leaders and teams.
• Champions a high-performing, inclusive, and service-first culture.
• Leads with resilience and agility in a fast-paced environment, driving performance and continuous improvement.

Responsibilities

• Lead day-to-day operations and coach frontline leaders across Consumer and Business journeys, driving performance, engagement, wellbeing, and a culture of accountability, inclusion, and customer obsession.
• Champion a customer-first culture by embedding service excellence programs, ensuring consistent, personalised experiences across all teams and partners, and aligning nationally and globally on customer delivery.
• Oversee daily service performance, drive adoption of new initiatives, and close capability gaps through targeted coaching and training to ensure consistent, high-quality customer outcomes.
• Drive customer satisfaction and efficiency by meeting key service metrics and partnering on strategies to boost productivity and experience.
• Ensure timely communication of key initiatives and represent Voice & Messaging in cross-functional forums to support alignment and execution.
• Lead recruitment across both the North and South Islands and ensure smooth onboarding by fostering early connections between new hires and team leaders.

Skills

Customer centricity

People leadership

Operational leadership

Change leadership

Coaching & capability

Collaboration

Job description

One NZ in Auckland is seeking a Service Lead to shape the frontline experience across our Consumer and Business segments while empowering leaders to build capable, engaged and high-performing teams. You’ll coach and develop leaders, foster ownership, and ensure delivery of great experiences for our customers.

This hybrid role is based at our Tāmaki Makaurau Support Office in Auckland’s Wynyard Quarter with flexible work options to support work-life balance.