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• Auckland CBD location close to public transport
• Lead a collaborative customer service team
• Innovation and growth minded organisation

About the role
Play a key role in leading a team responsible for providing day-to-day support to clients across phone and email channels. As the Team Lead, you will oversee the workflow, maintain service standards, and ensure the Fleet Services team consistently delivers efficient and high-quality support.

Alongside managing day-to-day operations, you will coach and mentor team members, support capability development, and drive continuous improvement initiatives to enhance team performance and customer experience.

Benefits

• Annual performance bonus
• Potential to earn an additional week of annual leave
• 12 weeks paid gender-neutral parental leave
• Ongoing learning and development opportunities
• And many more!

Duties

• Lead, coach, and develop a team delivering customer service support
• Oversee workflow across phone and email-based service requests
• Monitor team performance and maintain service delivery standards
• Identify opportunities to improve processes and operational efficiency
• Support onboarding and implementation of new client portfolios
• Provide hands-on support to the team when required
• Track and report on operational performance metrics
• Collaborate with internal stakeholders to ensure seamless service delivery

Skills & experience

• Proven experience leading teams within customer service, contact centre, or operational environments
• Strong coaching and mentoring capability with the ability to develop high-performing teams
• Experience managing high-volume workflows and service requests
• Customer-focused mindset with strong stakeholder engagement skills
• Highly organised with the ability to manage competing priorities
• Strong written and verbal communication skills
• Experience with process improvement and operational efficiency initiatives

About the company/Culture
Join a well-established organisation with a strong reputation for delivering high-quality service to its clients. You’ll be part of a collaborative team that values accountability, continuous improvement, and supporting people to perform at their best.

How to apply
To apply for this role or find out more, please visit our website at www.h2r.co.nz and refer to reference number 1028773. For further information please contact Kristen Burkett on 09 368 7300.  All applications will be acknowledged by email.