Customer Care Lead

We are seeking an experienced Customer Care Lead to join a leading healthcare and community services organisation in the North Island of New Zealand.

This is an excellent leadership opportunity for an experienced customer service professional who can effectively manage a Customer Care team while ensuring the delivery of high-quality, client-focused services. You will oversee daily rostering, resource allocation, service coordination and operational performance, ensuring services are delivered efficiently and in line with organisational standards.

• Lead, supervise and support a team of Customer Care Coordinators
• Oversee staff rostering and workforce scheduling
• Manage resource allocation to ensure effective service delivery
• Prioritise client services based on risk, urgency and operational requirements
• Monitor team performance and provide coaching and ongoing support
• Maintain accurate client information and operational records
• Communicate professionally with clients, families, support staff and stakeholders
• Identify operational risks and escalate issues appropriately
• Support after-hours operational escalations when required
• Prepare reports and maintain service quality standards
• Build positive working relationships across internal and external teams
• Ensure compliance with organisational policies and procedures

• Minimum 4 years of relevant experience including team leadership or people management
• Previous experience in a customer service or call centre environment is advantageous
• Strong leadership and staff coaching skills
• Excellent verbal and written communication skills
• High level of computer literacy including Microsoft Office and client management systems
• Strong organisational and scheduling abilities
• Excellent problem-solving and decision-making skills
• Ability to work effectively under pressure
• Experience working with people from diverse cultural backgrounds
• Ability to build and maintain professional stakeholder relationships
• Willingness to work the required roster including weekends

Eligible for employer-sponsored work visa support.