Customer Services Team Leader, Waikato Region
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APL

Customer Services Team Leader

  • Posted 1mo ago
  • On Site
  • Full Time

Waikato Region

Job Description

About the Role


This is a hands-on leadership role. You'll be the first point of escalation for a team of four — two experienced Customer Service Representatives, an NCR/Order Corrections Coordinator, and an Admin & Operations Support team member — responsible for their performance, quality, attendance, and workflow. You'll turn day-to-day activity into clear, regular reporting for your manager on trends, issues, and corrective actions.


What You'll Do


  • Own the day-to-day running of the Customer Service team, freeing up your manager to focus on customers and commercial relationships.
  • Lead, coach, and develop your team, building confidence, capability, and consistency across the group.
  • Oversee daily order processing, customer queries, and service levels, ensuring accuracy and turnaround times are met.
  • Manage the NCR (non-conformance) process end-to-end, from root cause investigation through to corrective action.
  • Act as the first point of escalation for complex or sensitive customer and supplier issues.
  • Provide structured, proactive weekly reporting on team performance and emerging risks.


Why Join Us


This is a newly created position with genuine ownership from day one. You'll have real autonomy over how the team runs day-to-day, direct input into how processes evolve, and high visibility across the wider business. It's suited to someone who wants to build and shape a team, not just maintain one.

Desired Hard Skills

  • Order Processing
  • Reporting
  • Customer Service
  • NCR Process Management

Desired Soft Skills

  • Communication
  • Problem Solving
  • Coaching
  • Leadership

Benefits & Perks

  • 🏛 Fully Paid Jury Service
  • 🧕 Inclusive Workspace
  • 🩺 Health Insurance
  • 🌿 Wellness Program
  • 🎉 Employee Discounts and Rewards
  • 🅿 Free Parking
  • 🎖 Long Service Rewards
  • 💰 Profit Sharing
  • 🩸 Free Period Products
  • ⛑ Uniform Provided
  • 🍇 Fruit Box
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