Service Lead (North)

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

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At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.

Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s aboutyou. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.

Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.

Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.

As our Service Lead, you’ll be a leader of leaders, shaping the frontline experience across our Consumer and Business segments while empowering leaders to build capable, engaged and high-performing teams. You’ll balance strategic thinking with operational delivery, translating direction into action, leading through change and ensuring our people are set up to deliver great experiences for our customers.

At the heart of this role is people leadership. You’ll coach and develop leaders, build capability, lift performance and create genuine ownership and empowerment across our Arohia Contact Centre teams. Working closely with key stakeholders and our offshore partners, you’ll also bring together strong operational knowledge, strategic thinking and a real passion for developing people and shaping how we deliver service for our customers. This is a hybrid role based from our Tāmaki Makaurau Support Office in Auckland’s Wynyard Quarter.

Ko tō mahi – what you’ll do

• 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.

Na tōu rourou - what you’ll bring

• Customer Centricity: Deep commitment to delivering great experiences for customers and frontline teams. Unapologetic about getting things done for the benefit of our Customers and People.
• People Leadership: Proven ability to inspire, grow, and empower diverse frontline leaders and teams to deliver high performance aligned with company value.
• Cultural Stewardship: Champions a high-performing, inclusive, and service-first culture.
• Operational Leadership: Leads with resilience and agility in a fast-paced environment, driving performance, continuous improvement and consistently strong service outcomes.
• Change Leadership: Proven ability to lead through change, bring people on the journey and successfully embed new ways of working across teams.
• Coaching & Capability Development: Proficiency in coaching leaders and enhancing their capabilities through structured feedback and mentoring.
• Collaboration: Excellent communication and collaboration skills, particularly in working across regions and with offshore partner teams.
• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• Lifestyle leave, giving you the option to purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.

We stand to uplift, to support and to elevate others .