Performance Lead - Service

nib Group; Auckland; Hybrid; NZD 120,000 - 150,000; Full time

Benefits offered by this job

Free health, life, income protection

Hybrid work environment

generously paid leave and parental/16

Job summary

nib Group is seeking a people-focused leader to inspire, coach and develop high-performing teams while delivering an exceptional customer experience. Experience in a Call Centre or Insurance environment is highly desired, with a strong grasp of contact centre best practices.

The role emphasizes balancing customer outcomes with team performance and operational efficiency, in a hybrid work setting with NZ-wide collaboration.

Qualifications

• Proven experience in a customer service environment.
• Understanding of contact centre best practices is highly desired.
• Demonstrated ability to coach and develop high-performing teams.
• Strong administrative and detail-oriented mindset.

Responsibilities

• Lead and inspire a customer service team to deliver exceptional experiences.
• Coach, develop and onboard team members for peak performance.
• Balance customer outcomes with operational efficiency and quality.
• Collaborate with cross-functional partners to improve processes.

Skills

People leadership

Customer service orientation

Analytical skills

Time management

Organisational skills

Integrity

Strategic coaching

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

About you | Ko Wai Koe

We're looking for a people-focused leader who can inspire, coach and develop high-performing teams while creating an exceptional customer experience. Previous experience in a Call Centre environment or Insurance highly desired.

You'll bring proven experience in a customer service environment, along with a strong understanding of contact centre best practices (preferably), enabling you to balance customer outcomes, team performance and operational efficiency.

• Advanced level computer skills, including Microsoft word, PowerPoint and Excel
• Sound administrative skills and attention to detail
• Customer focused with a quality orientation
• Sound problem solving and analytical capabilities
• Shows integrity and sound judgment
• Self-motivated with time management and organisational abilities

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.

We believe in "challenging the status quo" and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our 'future state' strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits:

• Free health, life, income protection insurance + discounts for family members
• Hybrid work environment: work from home and the Christchurch or Auckland office
• Join a supportive and dedicated team where you can develop and enhance your career
• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
• Short term incentive programmes

Diversity, equity and inclusion | Te kanorau me te whakaurunga

We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.

Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.