Customer Excellence Representative - Team Leader

at  North Power NZ

Due to an internal transfer, we have an exciting opportunity for a Customer Excellence Representative - Team Lead to join our team at Northpower. Reporting to the Customer Excellence – Service Manager, you’ll be at the heart of ensuring exceptional service and support for our Electricity and Fibre Network customers. This is a hands-on role where you’ll be expected to lead by example, manage complaints, handle escalations, and drive continuous improvement initiatives.

ABOUT US

Northpower is a leading provider of electricity and fibre network services in Whangarei and Kaipara, serving over 60,000 connected customers. We pride ourselves on our commitment to excellence and our role in contributing to vital infrastructure projects across New Zealand. With over 1,400 staff across 14 locations, we’re dedicated to keeping the power on and the lights shining.

YOUR RESPONSIBILITIES INCLUDE:

• Provide outstanding customer service by responding to queries, processing new connections, and ensuring requests are managed within agreed timeframes
• Act as the main escalation point for challenging complaints, utilizing your problem-solving skills to resolve issues swiftly and effectively
• Motivate and guide your team while empowering and mentoring them, to ensure timely delivery of high-quality work
• Take charge of ongoing projects related to system improvements, tools, and process enhancements
• Build strong relationships with internal teams, external customers, contractors, and service providers, ensuring seamless communication and resolution of issues
• Conduct site visits to address complaints and support other parts of the business as required.
• Monitor service levels, report on KPIs, and contribute to business improvement suggestions

To excel in this role, you’ll need:

• Demonstrated experience in leading and mentoring a team
• Proven experience in a customer-facing role, with strong skills in managing complaints and resolving conflicts
• The ability to prioritize tasks effectively and work hands-on as required
• Knowledge of the Electricity and Fibre industry is advantageous but not essential
• Strong interpersonal skills, with a talent for building relationships and working collaboratively across teams
• A resilient attitude towards dealing with complaints and challenging situation