Customer Service Team Leader

We're not just another workplace; we're a team of like-minded people striving to make a real difference to the lives of as many Kiwis as we can.

Trust is what makes us who we are. We're passionate and committed to doing the right thing by caring for each other, our customers, and our communities. We know you're brimming with potential and so are we. Let's continue our journey together.

What you'll be doing:

During this 14-month fixed term contract, you will lead a team of approximately 10-12 Customer Service Representatives while collaborating with other leaders to care, help, and get things sorted for our customers. Your passion for people will enable your team to achieve their goals through clear direction and support. Leading the way with your motivation and enthusiasm, you will create an engaging environment where productivity can thrive. Your team will not think twice but to follow your lead.

As a leader, you will be working alongside your team on a flexible 7-day roster, working a 37.5-hour week. In addition to supporting the Service team, where you will be based in either Auckland or Hamilton, you will be responsible for day-to-day team leader responsibilities. You will also have your big picture lenses to consider issues that affect the wider business and have the opportunity to contribute to project work.

Other responsibilities include:

Inspect and coach teams to effectively utilise all opportunities to assess our customers' needs for Home, Landlord, and Contents products, as well as NZAA Membership and AA Life cover.

Take an active part in regular Call Calibration sessions to identify broader opportunities to improve the AAI experience.

Providing a clear sense of direction and purpose for the team.

Facilitating the development of the customer service team's knowledge and skills.

Contribute to the successful deployment of team meetings, training, and refresher workshops.

Be a role model for others, in seeking feedback and driving continuous improvement in the Contact Centre.

A bit about you:

You're the kind of person that provides exceptional people leadership skills with proven experience coaching and developing a high-performing team. You will be a role model for our genuine values, having the courage to do the right thing first time, every time. You will have a proactive approach and gain satisfaction from coaching others to support them in achieving their highest potential. Excellent verbal and written communication skills are a must.

Why you'll love working with us:

We're not your typical corporate; you won't just find pinstripe suits here. We have an inclusive and supportive culture, full of genuine people who are encouraged to be themselves. The proof is in our people: 94% would recommend us as a great place to work.

What we'll bring to the table:

We take our annual salary reviews, bonus schemes, and personal development seriously. We believe in investing in our people and creating an inclusive space that provides opportunities for all. We're committed to making our people's wellbeing a top priority; we're open to flexible working to ensure a healthy work-life balance. We also offer great discounts on our products and retail partners, like up to 50% off our car, home, and contents insurance.

Do you think you have the passion, collaboration, imagination, and values that match our own? Apply & upload your resume today!

Reference #: 38312

Posted on: 30 Oct 2024

Closes on: 05 Nov 2024 17:00

Location(s): Auckland, Hamilton

Expertise: Customer Service, General Insurance, Leadership/Management

Being part of our team comes with good perks. We offer a range of benefits with something for everyone:

5 additional days of domestic leave

Free life insurance

An annual paid volunteer day of your choice

Four weeks of paid parental partner leave

Parental leave bonus, that tops up the Government contribution to 100% of your salary for 20 weeks

Access to our confidential employee support network

$250 annual wellbeing allowance

Three free confidential counselling sessions each year via Raise

We help your money go further:

Discounts on NZAA products including AA Home Response, AA Health, AA Life, and AA Pet Insurance.

Free NZAA Membership

$1,500 bonus for successfully referring friends and family to work at AA Insurance

Up to 50% off AA Insurance products

Supplier and retail discounts at JB Hi-Fi, Noel Leeming, Bunnings, PB Tech, and more

We value you:

Additional leave for long service

Milestone anniversary gift vouchers

Study leave and support options

Access to Udemy; our online learning portal

Annual share in success bonus and salary review

You are you:

Eligible employees can take a career break

Ability to purchase additional lifestyle leave

Hybrid working options to suit your needs

Diversity, Equity and Inclusion
Looking after, supporting, and protecting people is in our DNA, and this starts with our people. We have an inclusive and supportive culture, full of people who are encouraged to bring their true self to work. AA Insurance strives to create an internal community that is driven by acceptance, education, and celebration of the uniqueness of every person who works here.

Our Employee Action Groups are responsible for identifying initiatives to meet the needs of members of their groups. Driving initiatives and change, our variety of Employee Action Groups are welcome to all employees and allies who support and advocate for initiatives from all different roles, backgrounds, and parts of Aotearoa.

As an organisation, we've chosen to report on the pay gap at AA Insurance to help create fair outcomes for all employees. Gender pay equity is about ensuring people performing the same role are paid the same, regardless of gender, and that women and men performing different work of equal or comparable value are paid equitably. Measuring and understanding our pay gap is an important step in taking action and achieving gender pay equity.

Culture
We provide our people with a safe and supportive environment where everyone's voice matters. We grow, nurture, and promote a diverse and inclusive workforce to bring the best out of our people. Our teams are passionate and driven by the difference they can make to the lives of New Zealanders.

Our values
It's our vision to earn the trust of every New Zealander by protecting what matters most. Our genuine values guide the way we act and go about doing things. Every member of our team plays an important role to bring our purpose of caring, helping, and getting things sorted for our customers.

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