Customer Care Lead

www.hays.net.nz

Customer Care Manager
Our client is a well-established Australasian retail business with a strong reputation for customer service and a genuine commitment to delivering exceptional customer experiences.
An exciting opportunity has become available for an experienced people leader to take ownership of Customer Care and Dispatch operations across New Zealand and Australia.

This is far more than a traditional contact centre management position. You'll lead a team of three Team Leaders and approximately 30 employees, guiding the customer journey from point of sale through to delivery, after-sales support, service coordination, and customer resolution.

This role offers a unique blend of strategic leadership, operational management, continuous improvement, and commercial decision-making.

Key Responsibilities
Lead, mentor and develop a team of Customer Care and Dispatch leaders.
Drive performance across customer service and logistics functions
Analyse KPIs and customer insights to improve outcomes and efficiency
Partner closely with Sales, Operations, Purchasing, Warehouse and Technical teams
Identify and implement process improvements to support business growth
Ensure a consistently high standard of customer experience across New Zealand and Australia

About You
You'll be an experienced leader who enjoys developing people, driving performance, and solving complex operational challenges.

You'll bring:
Senior leadership experience within customer service, contact centres, operations, logistics, or service delivery
Proven experience managing and developing leaders
Strong commercial acumen and decision-making capability
A passion for continuous improvement and operational excellence
The ability to balance strategic thinking with hands-on leadership
Excellent communication and stakeholder management skills
A calm, solutions-focused approach under pressure

What's on Offer?
Senior leadership position with direct exposure to the executive team
Opportunity to influence business strategy and operational direction
Growing Australasian organisation with exciting future plans
Collaborative and supportive leadership culture
Competitive salary package
Staff benefits and discounts

Customer Care Team Leader
Our client is also seeking an experienced Customer Care Team Leader to lead a team of customer service professionals and support the delivery of an outstanding customer experience.
This role is ideal for someone who enjoys coaching people, driving team performance, and creating a positive customer-focused culture.

Key Responsibilities
Lead, coach and support a Customer Care team
Monitor team performance and customer service outcomes
Assist with escalated customer enquiries and resolutions
Deliver training, development and ongoing support to team members
Identify opportunities to improve customer processes and efficiencies
Work collaboratively across the wider business to ensure seamless customer experiences

About You
Previous leadership or team leader experience within customer service, contact centre, administration or service environments
Strong communication and relationship-building skills
Customer-focused and solutions-oriented mindset
Experience managing KPIs and performance targets
Ability to motivate and develop a high-performing team
Organised, proactive and adaptable approach

What's on Offer?
Opportunity to join a growing and successful retail business
Supportive team culture
Ongoing development opportunities
Competitive salary package
Genuine opportunity to make an impact and grow your leadership career

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.