Customer Service Team Managerat New Zealand Lotteries Commission -
A bit about the role:At Lotto NZ, we're dedicated to providing outstanding service to our customers and retailers.As a result of an internal promotion, we're now looking for a Customer Service Team Manager who can bring their experience and leadership prowess and help us deliver on our mission to transform the customer experience through seamless omnichannel interactions.As a Customer Service Team Manager at Lotto NZ, you will play a pivotal role in promoting a culture of customer service excellence across our omni-channel environment for both customers and our retail network.
You will lead, guide, support, and coach your team to ensure they deliver best-in-class customer service. Your leadership will be crucial in maintaining high service standards, resolving escalated issues, and driving continuous improvement within the team.Key Responsibilities:Customer service excellence: manage a team delivering omni-channel customer service, including inbound & outbound voice, webchat, email, and social media channels, effective case management and a arrange of back-office customer support activities.Leadership & coaching: provide strong leadership, mentoring, and pro-active coaching to team members, ensuring they meet performance targets and objectives.
Problem solving: act as the first point of escalation for difficult technical or customer-related issues, providing effective solutions and support.Continuous improvement: drive innovation and continuous improvement within the team, contribute to enhancing processes and ways of working to deliver a superior customer experience.
What We're Looking For:Experience: Minimum of 2 years' contact centre team leadership experience, with a proven track record of team development and proactive performance management.Leadership skills: strong people leadership skills, including mentoring, support, and coaching frameworks.Customer focus: a passion for delivering excellent customer service and the ability to convert technical speak into easily understandable instructions.Problem solving: strong problem-solving and analytical skills, with the ability to think and act clearly under pressure.Technical proficiency: knowledge of contact centre management platforms and CRM is highly desirable.Customer Service is open 365 days a year, and as such some weekend and public holiday (shared) support is required, as well as flexibility to support operational requirements associated with high jackpot periods, product launches etc.If you are ready to take your contact centre experience to the next level, apply now and be part of our journey to deliver exceptional customer service at Lotto NZ.