Senior Team Leader - Customer Service & Coaching

Southern Cross Community Healthcare; Hamilton; On-site; NZD 120,000 - 150,000; Full time

Job summary

Southern Cross Community Healthcare in Hamilton, North Island, is seeking an experienced leader to head our Member Services team. You will lead, coach and develop a high-performing group to meet service levels, quality standards and KPI targets.

You will manage complex member enquiries, escalations and complaints, drive continuous improvement, and ensure policy, risk and compliance requirements are embedded in daily operations while fostering an inclusive, customer-centric culture.

Qualifications

• Proven experience leading customer service teams.
• Strong coaching and mentoring background.
• Ability to handle escalated enquiries and difficult situations.
• Knowledge of policies, risk and compliance requirements.
• Experience in insurance or financial services preferred.

Responsibilities

• Lead and develop a high-performing Member Services team to meet KPIs.
• Mentor team through structured development conversations.
• Manage complex member enquiries, escalations and complaints.
• Conduct quality assurance to improve performance and outcomes.
• Ensure compliance with policy and risk frameworks.
• Support change initiatives and continuous improvement across Member Services.
• Foster an inclusive, engaging team culture.

Skills

People leadership

Coaching & mentoring

Customer service excellence

Stakeholder management

Continuous improvement

Job description

Southern Cross Community Healthcare in Hamilton, North Island, is seeking an experienced leader to head our Member Services team. You will lead, coach and develop a high-performing group to meet service levels, quality standards and KPI targets.

You will manage complex member enquiries, escalations and complaints, drive continuous improvement, and ensure policy, risk and compliance requirements are embedded in daily operations while fostering an inclusive, customer-centric culture.