Customer Care Lead at Presbyterian Support Northern

Maungakiekie-Tāmaki, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

06 Oct, 26

Salary

0.0

Posted On

08 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Communication, Problem-Solving, Data Entry, Resource Allocation, Scheduling, Stakeholder Engagement, Cultural Awareness, Report Writing, Computer Literacy, Team Management, Client-Centered Services, Risk Management, Coaching, Decision Making, Calm Under Pressure

Industry

Non-profit Organizations

Description

Te Kowhiringa | The Opportunity We are seeking an experienced Customer Care Lead to join our Enliven team and provide strong operational and people leadership within our Customer Care function. You will support and supervise a team of Customer Care Coordinators to ensure optimal scheduling practices, effective resource allocation and the delivery of high-quality, client-centered services. You will play a critical role in prioritising services according to client vulnerability, contractual requirements and risk, while ensuring accurate data entry and clear, professional communication with clients, whānau, support workers and key stakeholders. This role requires someone who can stay calm under pressure, make sound decisions, coach and support staff, identify risks early, escalate concerns appropriately, and follow through on agreed actions. It suits someone who is comfortable balancing people leadership, afterhours escalation support, rostering oversight, capacity management, stakeholder communication and area/workgroup ownership. Please note the days & hours for this role are: Wednesday - Friday (10am to 6.30pm ); Saturday and Sunday ( 9am to 5.30pm) Ngā pūkenga kei a koe | Your Skills and Experience Skills and Experience At least 4 years’ relevant experience, including leading and managing people A background in a call centre environment advantageous Strong understanding of working within a diverse cultural environment Excellent communication skills, particularly on the telephone, with the ability to engage a wide range of stakeholders Well-developed written communication and report writing skills High level of computer literacy, including client management systems and the Microsoft Office suite Demonstrated problem-solving ability and the capacity to work well under pressure Experience in building and maintaining effective working relationships Ko mātou tēnei | This is Us We believe that everyone should be able to actively contribute to their community and thrive. Our team of over 900 stretches from Taupō to Whangārei, providing access to critical health and social services. We are renowned for our core services: Enliven, Family Works, Lifeline and Shine. Everything we do is informed by our purpose to enable our clients to have a better life, and our values of Hope, Trust & Integrity, Compassion, Partnership and Tangata Whenua. Ngā āhuatanga hirahira o te mahi nei | Highlights of Working with Us We are committed to creating a diverse work place where you can look forward to feeling included and valued for your contribution. Examples of our commitment, include that we are a dementia friendly organisation, a DVFREE Tick Accredited employer, a member of Te Uru Tāngata Centre for Workplace Inclusion; and a member of the Pride Pledge. Our people are critical to our success. As part of our team, you will have access to: Counselling and support through our Employee Assistance programmes Wellbeing support and resources for you and your whānau Discounts on a range of services and products through our BOOST programme A reward each time you successfully refer a friend or family member to work for PSN Formal recognition for long service from five years onwards KiwiSaver contributions in addition to your base salary The option to purchase up to 10 additional days of annual leave each year Contact Enliven.Recruitment@psn.org.nz if you have any questions or would like a copy of the Role Profile. To check out our Careers page, please copy and paste https://careers.psn.org.nz/ into your browser to learn more about us and other exciting opportunities. E hika mā, tono mai! (What are you waiting for?) Join our team and be part of the solution.

Responsibilities

The Customer Care Lead will supervise a team of Customer Care Coordinators, ensuring optimal scheduling and resource allocation while delivering high-quality services. The role involves prioritizing services based on client needs and maintaining clear communication with various stakeholders.