Champion the Customer Experience of a Remarkable New Zealand Owned Company!Join us at our vibrant Auckland Support Office, the hub of all the action, where you will lead, mentor and support our customer service and account management team to deliver results to our clients.We currently have a fantastic opportunity for an inspirational, customer-focused and energetic Customer Experience Manager to be a part of our team at TPS.With our clients being at the heart of our business, this newly created role is pivotal.About TPSA NZ Owned and Operated commercial business with a 600+ strong team.
TPS is a trusted market leader with 40+ years' experience in the cleaning industry, here to support commercial businesses with any building, cleaning, or maintenance requirements.We have a diverse workforce from skilled electricians to abseilers, office staff to cleaners and many more and operate throughout the major NZ centres.
At the heart of our company is a strong commitment to sustainability and ethical practices.
We are dedicated to implementing eco-friendly solutions and minimizing our environmental impact, ensuring a better future for our community and the planet.About the Role AvailableThe Customer Experience Manager will be responsible for ensuring that our TPS clients receive exceptional service and support.
They advocate for our clients' needs, promoting a culture of customer service excellence.
Collaborating with our internal teams, they work to improve processes, services and delivery while cultivating positive and trusting continuous working relationships with all internal and external clients.Leading the Customer Service Team and Account Managers, the Customer Experience Manager develops strategies for client satisfaction and addresses customer queries and complaints promptly and effectively.Success in this role is measured by the achievement of KPIs for the Customer Service Team and Account Managers, ensuring that client requests are resolved positively within an acceptable timeframe, and that all TPS clients enjoy a high level of satisfaction with our service offering.Working with and leading a team of 8 direct reports and reporting to our National Sales Manager.Our Ideal Candidate:Proven track record of driving and leading a culture of customer service excellence.Knowledge of customer relationship management (CRM) software - desirable.Strong software and computer skills.Familiarity with customer experience frameworks and methodologies.Experience in leading a successful team of customer service agents and/or account managers.Don't miss out on this rare opportunity to join an amazing business!
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