Customer Care Lead

www.hays.net.nz Customer Care Manager Our client is a well-established Australasian retail business with a strong reputation for customer service and a genuine commitment to delivering exceptional customer experiences. An exciting opportunity has become available for an experienced people leader to take ownership of Customer Care and Dispatch operations across New Zealand and Australia. This is far more than a traditional contact centre management position. You'll lead a team of three Team Leaders and approximately 30 employees, guiding the customer journey from point of sale through to delivery, after-sales support, service coordination, and customer resolution. This role offers a unique blend of strategic leadership, operational management, continuous improvement, and commercial decision-making. Key Responsibilities Lead, mentor and develop a team of Customer Care and Dispatch leaders. Drive performance across customer service and logistics functions Analyse KPIs and customer insights to improve outcomes and efficiency Partner closely with Sales, Operations, Purchasing, Warehouse and Technical teams Identify and implement process improvements to support business growth Ensure a consistently high standard of customer experience across New Zealand and Australia About You You'll be an experienced leader who enjoys developing people, driving performance, and solving complex operational challenges. You'll bring: Senior leadership experience within customer service, contact centres, operations, logistics, or service delivery Proven experience managing and developing leaders Strong commercial acumen and decision-making capability A passion for continuous improvement and operational excellence The ability to balance strategic thinking with hands-on leadership Excellent communication and stakeholder management skills A calm, solutions-focused approach under pressure What's on Offer? Senior leadership position with direct exposure to the executive team Opportunity to influence business strategy and operational direction Growing Australasian organisation with exciting future plans Collaborative and supportive leadership culture Competitive salary package Staff benefits and discounts Customer Care Team Leader Our client is also seeking an experienced Customer Care Team Leader to lead a team of customer service professionals and support the delivery of an outstanding customer experience. This role is ideal for someone who enjoys coaching people, driving team performance, and creating a positive customer-focused culture. Key Responsibilities Lead, coach and support a Customer Care team Monitor team performance and customer service outcomes Assist with escalated customer enquiries and resolutions Deliver training, development and ongoing support to team members Identify opportunities to improve customer processes and efficiencies Work collaboratively across the wider business to ensure seamless customer experiences About You Previous leadership or team leader experience within customer service, contact centre, administration or service environments Strong communication and relationship-building skills Customer-focused and solutions-oriented mindset Experience managing KPIs and performance targets Ability to motivate and develop a high-performing team Organised, proactive and adaptable approach What's on Offer? Opportunity to join a growing and successful retail business Supportive team culture Ongoing development opportunities Competitive salary package Genuine opportunity to make an impact and grow your leadership career If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.