Customer Care Team leader

at  The Warehouse

Company Description
Are you ready to lead in a fast-paced, high-energy role where your impact will be felt every day? We’re looking for a confident, proactive leader to head one of our Customer Care teams in Wiri, driving excellence in every interaction.
At The Warehouse Group (TWG), New Zealand’s largest retailer and a beloved Kiwi brand, our mission is simple: to help Kiwis live better every day. Across our three brands, we’re dedicated to providing exceptional service. In this role, you’ll lead a team serving our Noel Leeming customers!
As a Customer Care Team Leader, you’ll inspire, coach, and empower a high-performing team of Customer Care Specialists while embodying our core values: Think Customer, Do Good, and Own It. This is your chance to shape a vibrant, customer-centric culture and lead a passionate team committed to making a difference.
Job Description

In this exciting role, you’ll:

• Lead and manage the Customer Care team, ensuring they consistently deliver top-tier service and meet all performance targets.
• Motivate and engage team members, fostering a positive work environment that encourages personal growth and team spirit—expect some laughs along the way!
• Identify training needs and skill gaps proactively, delivering tailored coaching and development opportunities that elevate the team’s performance.
• Exceed KPIs such as time management, attendance, and customer satisfaction, while ensuring all policies and procedures are strictly adhered to.
• Handle customer feedback across multiple channels, including phone, email, live chat, and social media, ensuring every query is addressed efficiently and professionally.
• Foster trusted partnerships with key stakeholders across the wider business including Stores and Merchandise team, marketing, Fullment and Brand Leads.

Qualifications

To thrive in this role, you’ll need:

• 3+ years of leadership experience in a customer care or contact centre environment, where you’ve successfully led teams to meet or exceed targets.
• A proven track record in coaching, mentoring, and developing customer service teams, driving high performance while maintaining a customer-centric focus.
• Strong communication and interpersonal skills to engage with your team and collaborate effectively with stakeholders across the business.
• Proficiency in MS Office (Word, Excel, Outlook) and familiarity with Salesforce or similar CRM systems is highly desirable.
• A results-oriented mindset with the ability to make quick decisions and take initiative, leading by example to ensure the team’s success.
• A deep understanding of contact centre operations, allowing you to hit the ground running and manage the fast-paced demands of the role.
• The ability to adapt quickly, managing shifting priorities while maintaining a focus on both the customer experience and team performance.
• An understanding of senior-level business dynamics, combined with a proven track record of leading high preforming teams showcases your business acumen.

Additional Information

Join us in a dynamic, supportive environment where individuality is celebrated! As we embark on an exciting chapter in our journey, you’ll benefit from:

• Career Growth Opportunities for advancement within our sizable company.
• Birthday Leave Enjoy an extra paid day off to celebrate your special day!
• Staff Discounts Access exclusive discounts across all our brands.
• Long Service Leave Because we value your commitment.
• Parental Leave benefit from 26 weeks of fully paid parental leave, plus additional support for partners.
• Paid Jury Service We’ve got you covered.
• Lifestyle Leave Spend more time doing what you love.
• Free Car Parking: Convenient access to work.

If you’re excited about working with New Zealand’s iconic retail brands and passionate about delivering exceptional customer experiences, we’d love to hear from you. Join us today and be a part of our journey to help Kiwis live better every day

In this exciting role, you’ll:

• Lead and manage the Customer Care team, ensuring they consistently deliver top-tier service and meet all performance targets.
• Motivate and engage team members, fostering a positive work environment that encourages personal growth and team spirit—expect some laughs along the way!
• Identify training needs and skill gaps proactively, delivering tailored coaching and development opportunities that elevate the team’s performance.
• Exceed KPIs such as time management, attendance, and customer satisfaction, while ensuring all policies and procedures are strictly adhered to.
• Handle customer feedback across multiple channels, including phone, email, live chat, and social media, ensuring every query is addressed efficiently and professionally.
• Foster trusted partnerships with key stakeholders across the wider business including Stores and Merchandise team, marketing, Fullment and Brand Leads

To thrive in this role, you’ll need:

• 3+ years of leadership experience in a customer care or contact centre environment, where you’ve successfully led teams to meet or exceed targets.
• A proven track record in coaching, mentoring, and developing customer service teams, driving high performance while maintaining a customer-centric focus.
• Strong communication and interpersonal skills to engage with your team and collaborate effectively with stakeholders across the business.
• Proficiency in MS Office (Word, Excel, Outlook) and familiarity with Salesforce or similar CRM systems is highly desirable.
• A results-oriented mindset with the ability to make quick decisions and take initiative, leading by example to ensure the team’s success.
• A deep understanding of contact centre operations, allowing you to hit the ground running and manage the fast-paced demands of the role.
• The ability to adapt quickly, managing shifting priorities while maintaining a focus on both the customer experience and team performance.
• An understanding of senior-level business dynamics, combined with a proven track record of leading high preforming teams showcases your business acumen