Customer Service Team Leader

Customer Service Team Leader

• Lead, coach and grow a high-performing customer service team
• Hands-on leadership role at the heart of the business
• Join a respected and expanding New Zealand brand

We're working with a well-established New Zealand consumer brand to appoint a Customer Service Team Leader. This is your chance to step into a hands-on leadership role where you'll guide a capable team and play a key part in delivering a genuinely seamless customer experience.

Operating across both retail and trade channels, the business is known for quality products and strong, lasting customer relationships. This role sits right at the centre of operations, connecting customers with internal teams so that service delivery stays smooth, responsive and consistent.

About the opportunity

This role is ideal for an experienced customer service leader who thrives in a B2C environment, particularly within a product-based business.

You'll take ownership of the day-to-day performance of the customer service function, empowering your team to deliver efficient, high-quality after-sales support while continuously improving the processes and systems behind it.

Working hours for this role are 10.30am – 7pm, aligning with the business's Australian customer base.

It's a genuinely hands-on role – you'll be just as comfortable coaching your team as you are stepping in to support customers when it counts.

Key responsibilities

• Lead, coach and develop a customer service team to achieve strong performance outcomes
• Set, monitor and drive KPIs aligned to service delivery and customer satisfaction
• Oversee customer communications, ensuring accuracy, timeliness and consistency
• Act as the escalation point for complex or sensitive B2C customer enquiries
• Identify and implement improvements across systems, workflows and service processes
• Work closely with sales, production, warehouse and technical teams to ensure a seamless customer experience
• Support rostering, workforce planning and resource allocation

What you'll bring

• 4–5+ years' experience leading or supervising a customer service team
• A strong background in B2C customer service, ideally within a product-based, retail or manufacturing environment
• A proven ability to coach, mentor and develop team members
• Confidence managing escalations and resolving complex customer issues
• Excellent organisational skills, with the ability to juggle multiple priorities
• A proactive mindset with a genuine focus on continuous improvement and service excellence

Why apply?

• Join a growing New Zealand business with a strong reputation
• Lead a collaborative and supportive team environment
• Take ownership of a critical function within the business
• Work alongside an engaged leadership team that values initiative
• Access long-term development and career progression opportunities

If you're a customer service leader who thrives in a product-driven, B2C environment and enjoys building strong, capable teams, we'd love to hear from you. For a confidential discussion, contact Kelly Scammell at [email protected]. Alternatively, apply via the Seek link.

Please note that all applications will be reviewed; however, only shortlisted candidates will be contacted. If you have any questions regarding your application, please don't hesitate to contact the consultant listed above.