14 September 2021
Head of Customer Care

 September 14, 2021 
Consult Recruitment NZ > 14 September 2021Head of Customer Care

14 September 2021
Head of Customer Care

Looking for a challenging role that blends traditional contact centre management with digital transformation? Then this Head of Customer Care role is what you’ve been waiting for!
  • Shake things up - drive the transformation of a large Contact Centre Team
  • Huge scope to make your mark creating game changing customer experiences
  • Household Kiwi brand name with well-loved products!
About the Company:

This market-leading Kiwi company has been in the game for over 30 years and have established themselves as a household name. They’re a fast moving, constantly innovating company that is all about their brand, changing their industry’s landscape, and creating game changing customer experiences.

It’s an incredibly exciting time for the business as they are undergoing a digital transformation, a key focus for them is to push the adoption of their digital channels and customer self-service platform.

They have a high-performing, dynamic and innovative company culture and are offering a fantastic remuneration package and benefits for this role, including flexibility with working from home.

How You’ll Make an Impact: 

This is a unique opportunity where you’ll not only manage the operations side of the Customer Care Team, but you will also be responsible for driving the transformation of service / process, people and digital. You'll be familiar with leveraging technology to help the team provide exemplary customer care and give their customers a world-class experience. 

You’ll set the vision and roadmap for how the business can grow the adoption of their digital channels and promote customer self-service, focused on delivering customer outcomes, customer satisfaction and efficiency when the team is interacting with customers. 

With a highly curious mindset, you’ll be motivated to discover why customers reach out for support and you’ll leverage data and insights to work across the business to deliver customer experience improvements to help customers help themselves.

In addition to providing excellent customer service, you’ll also manage their sales agents, credit and retention activities to ensure timely payments and coordinate the delivery of campaigns with their customer engagement and sales teams.

Core responsibilities include:
  • Leading a team of leaders and specialists to deliver the customer service strategy.
  • Balancing the Customer Care Team’s performance, culture, engagement and operational efficiency.
  • Driving digital channel adoption and digital self-service to decrease call centre volumes.
  • Maintaining and improving service levels and customer satisfaction.
This Head of Customer Care role has loads of variety, so you’ll never be bored! It’s a fantastic opportunity to showcase your skill set in this senior leadership position.

Here’s What You’ll Bring With You:
  • Extensive contact / call centre management experience 
  • Successful implementation of new technology system(s) to improve Contact Centre operations
  • Understanding of the multiple functions of a customer care team from sales to service to credit services
  • Knowledge of Customer Care technology (bonus points for Genesys Cloud)
  • Experience in managing complex customer services operational/delivery issues to resolution
  • Significant leadership experience including training and development of leaders and agents
  • Experience in implementing multiple change initiatives including driving digital channel uptake and customer self-service
  • Proven track record of delivering on operational and customer centric KPIs

This really is one of those hugely exciting, unique opportunities that just don't come up very often in this market; don’t miss out, click ‘Apply’ now!
  • Shake things up - drive the transformation of a large Contact Centre Team
  • Huge scope to make your mark creating game changing customer experiences
  • Household Kiwi brand name with well-loved products!


Share Link: