Team Leader - CRD & Reception

Te Whatu Ora; Auckland; On-site; NZD 90,000 - 135,000; Full time

Benefits offered by this job

Close to transport links

Development opportunities available

Job summary

Health New Zealand | Te Whatu Ora Auckland is seeking a permanent, full-time leader for its Customer Service Hub to guide a team of customer service and administrative professionals, ensuring timely, accurate and compassionate patient support throughout the healthcare journey.

This role offers an excellent opportunity for an experienced people leader who thrives in a fast-paced setting, to build capability within teams and drive service excellence across central Auckland sites.

Qualifications

• Proven experience leading teams in customer service, contact centre, healthcare administration or similar operational environment.
• Strong leadership skills with the ability to coach, mentor and support staff.
• Experience managing performance, workforce planning and service delivery targets.
• Excellent interpersonal and relationship management skills with diverse stakeholders.
• A commitment to delivering outstanding customer service and improving patient experience.
• Strong organisational and problem-solving skills with the ability to manage competing priorities.
• A commitment to health equity, cultural safety and the principles of Te Tiriti o Waitangi.

Responsibilities

• Lead a team of customer service and administrative professionals to ensure timely, accurate and compassionate service throughout the patient journey.
• Coach and develop staff, build capability within teams and drive service excellence in a fast-paced environment.
• Manage performance, workforce planning and delivery targets across the Hub.
• Engage with diverse stakeholders to ensure seamless patient experiences across sites.

Skills

Team leadership

Customer service

Healthcare admin

Performance mgmt

Stakeholder mgmt

Coaching

Problem solving

Job description

• Monday to Sunday, 8:00am 16:30pm (rostered)


• Close to transport links


• Development opportunities available

Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is committed to building a health system that serves all New Zealanders.

About the Role

This is a permanent, full-time leadership opportunity within our Customer Service Hub. Responsible for leading a team of customer service and administrative professionals, you will play a key role in ensuring patients receive timely, accurate and compassionate service throughout their healthcare journey. This role provides an excellent opportunity for an experienced people leader who enjoys working in a fast-paced environment, building capability within teams, and driving service excellence.

We are Te Whatu Ora Te Toka Tumai Auckland. We provide health and disability services to more than half a million people living in central Auckland, regional services for Northland and greater Auckland, and specialist national services for the whole of New Zealand. Our main sites are Auckland City Hospital, Greenlane Clinical Centre and Starship Childrens Hospital, located in central Auckland.

We are part of Te Whatu Ora Health New Zealand , the overarching organisation for New Zealands national health service. Te Whatu Ora leads the day-to-day running of the health system, with functions delivered at local, district, regional and nationallevels.

We are committed to upholding Te Tiriti o Waitangi and providing culturally safe care. We value role modelling manaakitanga as demonstrated by Ngāti Whātua in the gifting of their whenua on which our hospitals stand. We aspire to having a workforce reflective of the communities we serve and achieving equitable outcomes for all.

About you

• Proven experience leading teams in a customer service, contact centre, healthcare administration or similar operational environment.


• Strong leadership skills with the ability to coach, mentor and support staff to achieve their full potential.


• Experience managing performance, workforce planning and service delivery targets.


• Excellent interpersonal and relationship management skills, with the ability to engage effectively with diverse stakeholders.


• A commitment to delivering outstanding customer service and improving patient experience.


• Strong organisational and problem-solving skills with the ability to manage competing priorities.


• Resilience, adaptability and a positive attitude in a busy and evolving environment.


• A commitment to health equity, cultural safety and the principles of Te Tiriti o Waitangi.

Previous experience within healthcare, outpatient services, patient administration or contact centre operations would be highly advantageous.

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.

Job details

Job Reference:

Job Reference: ADHB25439

Location:

North Island - Auckland - Central Auckland