Contact Centre, Customer Service, Project Management, StrategyJob Level: ExperiencedWork Type: Permanent full-timeJoin Genesis Energy and Lead the Charge in Customer Engagement!About UsGenesis Energy is one of New Zealand's leading energy retailers, supplying electricity, natural gas, and LPG to more than half a million customers across the country and providing almost 20% of New Zealand's electricity.
We strive to be New Zealand's first choice for energy management, delivering new products and services, challenging the status quo, being bold and innovative, and taking responsibility for our customers and what matters to them.Between now and 2035, Genesis will play a unique and vital role in energy transition.
By joining us, you will support the delivery of innovative energy solutions that will create a more sustainable future for our customers, our company, and for Aotearoa.About the Role:As the Customer Quality & Engagement Manager, you will enhance customer engagement and service quality across sales and customer care teams for both Genesis and Frank.
You will lead initiatives to improve the Home Sales and Service teams, focusing on performance programs aligned with our strategic goals.
You will understand customer sentiment, manage relevant KPIs, and use technical capabilities to enhance self-service and knowledge for customers and frontline teams.
This is a permanent, full-time role, based out of our Hamilton central office.Your work will directly contribute to enhancing customer experiences and driving Genesis Energy's success in the energy sector.
You will:Drive customer satisfaction and engagement by owning and managing KPIs.Lead innovative initiatives to leverage existing and new technology platforms.Inspire and manage a team of Customer Engagement Specialists and Quality Coaches.Foster a customer-focused culture and capitalize on iNPS improvement opportunities.About You:We are looking for a fresh perspective from an experienced manager.
You will need a minimum of 3 years of leadership experience in customer-centric environments.
You will have the proven ability to lead multi-disciplinary teams and deliver great performance outcomes while balancing operational needs with exceptional customer outcomes.About Our Benefits:At Genesis, we value your well-being and your contribution to our team.
That's why we offer great employee benefits for you and your family, including:Health insurance, trauma and life insurance for you, and best doctors online service for you and your family.Electricity and gas discounts and an extra 20 power shout hours per year if you choose us as your provider.Matching up to 4% on contributions to your KiwiSaver or, if you are unable to take advantage of KiwiSaver, we'll contribute 3% with our GenSaver allowance.A flexible working policy to support you in balancing personal and professional needs.Career development opportunities and a supportive learning culture.We value diversity and inclusion, believing that equity, gender, and wellness are essential for our success.
We are a market leader that empowers our people to make a positive difference for our customers, our communities, and our environment.If you want to help shape the future of New Zealand's energy sector, apply today and join us at Genesis!
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