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Customer Contact Centre Team Leader

Employer
BNZ Careers
Location
Wellington CBD NZ, New Zealand
Salary
Competitive Salary
Closing date
Aug 12, 2021

View more

Job Role
Manager
Sector
Finance
Contract Type
Permanent
Hours
Full Time
  • Monday to Friday; 12.30pm to 8.30pm
  • Provide leadership to a team of Blended Insurance Representatives
  • Amazing staff benefits, including 6 weeks annual leave

He Waka Eke Noa | Creating Great Together

At BNZ Insurance we're passionate about protecting what our customer's value - Life Insurance. We help customers be good with money by ensuring they are protected and by offering peace of mind knowing we are here when they need us.

We have an exciting opportunity for an energetic and experienced Team Leader to join our BNZ Life Insurances Team looking after our evening team.

Te Kaiurungi | About the Role

As the Evening Team Leader, you will be responsible for lifting team capability through coaching, identifying team needs and managing resources to ensure capacity levels are maintained. Key responsibilities for this position are:
  • Lead and motivate team members, ensuring high quality phone-based conversation with customers
  • Develop and maintain team capability and knowledge to ensure we are providing our customers with the best customer service
  • Manage team performance including non-performance.
  • Manage resources ensuring that sufficient capacity levels are maintained to meet the peaks and troughs of activity within the contact centre
  • Contribute and participate in the development of best practice solutions and guidelines to increase efficiency

Ō Pūkenga | About You

We know that the ability to inspire and motivate a team makes a huge difference - and that's what we're looking for in you. You will be able to demonstrate where you have previous been successful as a motivated leader, able to provide open communications and coaching that has resulted in positive customer outcomes. We are looking for:
  • Proven leadership, coaching or management skills and experience is preferred
  • Minimum of 2 years' experience within the financial services industry
  • Strong dispute resolution skills, and experience dealing with management of complaints
  • Experience within a contact centre environment is desirable
  • Experience in life insurance and an understanding of operational functions is desirable

Nau mai ki te Pēke o Aotearoa | Working at BNZ

At BNZ, we're passionate about building and sustaining a high-performance culture that motivates our people to deliver exceptional results. We know that every BNZer is unique, with a wide range of goals, ambitions, and lifestyles, so we offer a wide range of benefits and working styles to suit you.
  • Wellbeing: Your wellbeing is important to us. When we're at our best, physically and mentally, in and out of work, we can truly create great things together. We're here to support you to be your best with a number of wellbeing initiatives.
  • Leave: We all need a bit of time off every now and then. At BNZ we're proud to offer the generous leave options you need and deserve - whether it's for a special occasion, an unexpected event, or an extended vacation.
  • Growth and Development Opportunities: We value our people and we know that career progression plays an important part your career choice. Here at BNZ, we have a defined career pathway for our bankers. Each banker will be matched to a capability skill-set and supported with learning and development to progress throughout the levels.

Haere mai ki Te Peke o Aotearoa | Come to the Bank of New Zealand

Want to be part of reimaging banking, come and join us on our journey using your expertise? Apply now!

Please note that applications close on 10 August 2021.

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