Welcome to Rangiata | Sky, the ultimate entertainment destination that connects Kiwis to the stories and sport they love, in ways tailored just for them. Our Sky crew work tirelessly to ensure we are Aotearoa's most engaging and essential media company.We're incredibly proud of our achievements, but that doesn't mean we're satisfied. As innovators, we constantly challenge ourselves to redefine boundaries and adapt to the ever-changing marketplace.Come be your authentic self at Sky, where we actively listen and adapt to create shared experiences that excite both our customers and our crew.Are you the problem-solver people person we've been looking for? As Customer Solutions Manager at Rangiata Sky, you'll be the go-to person for tackling customer complaints with creativity and care. You'll lead the team that keeps our Broadband and DTH customers happy, turning tricky situations into opportunities for improvement. You'll lead by being process-driven, collaborative in your approach, and with the mindset that every complaint can be turned into a win for the customer.You'll get to dive into complaint trends, collaborate with different teams to fix issues at the source, and develop strategies that take our customer care to the next level. If you're ready to make your mark on our customer experience, this is the role for you!Key responsibilities will include:Overseeing the entire complaints process, ensuring speedy and effective solutions for our customersStepping in as the superhero for complex or escalated issues, leaving no stone unturned in the quest for customer satisfactionLeading and coaching the complaints team to deliver top-notch serviceUsing your detective skills to spot trends and make improvements that really matterWorking with teams across the business to fix underlying issues and improve the overall customer experienceDeveloping clever strategies to reduce complaint volumes and boost customer happinessMaking sure we're always compliant with industry regulations, all while maintaining the highest standardsESSENTIALProven experience in managing complaints in a Contact Centre environment (Telco/Media experience is a big plus!)A natural leader with the ability to coach and inspire a teamExcellent communication skills – you can talk to anyone and everyoneA data-driven mind that loves identifying trends and solving problemsConfidence in handling customer service software and complaints systemsCool, calm, and collected when handling complex customer issuesA Bachelor's degree in a relevant fieldPREFERREDTelco or Media experience is highly desirableKnowledge of industry regulations for Broadband and DTH servicesFamiliarity with NZ complaints agencies (ComCom, TDR, BSA)Experience in process improvement and change managementAbility to juggle multiple tasks without breaking a sweatIf this opportunity excites you and you want to join us in sharing stories, possibilities, and joy, apply online today. Please note that you must have the right to work in New Zealand or hold a valid work visa for at least 12 months from joining Sky.At Sky, we understand that conventional recruitment processes may limit some individuals. That's why we strive to support all candidates, offering reasonable adjustments throughout the recruitment process. If you need any accommodations, please reach out to us at Sky jobs, ******.
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