About the Role As a DuluxGroup Services Manager NZ, you will have the opportunity to lead the Gracefield customer service team and support the delivery and improvement of the DuluxGroup ANZ customer service function. You will be responsible for ensuring that systems and processes are delivered for business requirements, and for fostering the DuluxGroup culture within the team.
You will be leading in a dynamic business environment, supporting over 17 DuluxGroup business units to deliver the order management, customer query and claim management operation. The Customer Service Centre for the DuluxGroup operate 5 days per week, handling approximately 20,000 inbound calls, 9,000 outbound calls, and 17,000 manual orders per month.
This role is both challenging and rewarding, requiring you to lead and motivate a diverse call centre team, maintain service levels and customer satisfaction, manage time and resources, deliver training and continuous improvement, and provide strategic thinking and influencing skills. You will have the opportunity to work with key stakeholders to develop strategies, implement corporate initiatives, identify new opportunities, and contribute to consumer insights through customer satisfaction/feedback.
Join our team and contribute to an effective and motivated environment by providing leadership as part of the management team. Participate in group planning sessions and seek out opportunities for synergy across DuluxGroup. Improve automation, remove manual processes, and replace them with automated processes in business tools. Lead the Customer Service perspective in projects scoping and implementation discussions and implement change management when required.
Skills and Experience The successful candidate will have a minimum of 5 years of experience in a call centre and IT environment, significant exposure working across multiple business units and geographies, and the ability to influence key stakeholders at all levels. You will also possess excellent interpersonal and business relationship skills, with the ability to work across functional structures and boundaries to build collaboration across the DuluxGroup.
Why DuluxGroup? As a member of our team, you'll unleash your potential, grow, achieve and thrive with us.
We offer a fast-paced work environment that values collaboration, rewards high-performance, and inspires innovation.
But it's not just about the work - it's also about the people.
At DuluxGroup, we foster a culture of inclusion, diversity, and flexibility. We care about your wellbeing, and we prioritise your safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.
If you're ready to join a compassionate and collaborative workplace, your opportunity starts here.
DuluxGroup is proudly an equal opportunity employer. Talent is our only criteria. Let us know by emailing******if you require any adjustments to the recruitment process so we can support you to present your best self.
Benefits Life, total permanent disability, and Health Insurance (medical and surgical cover)Give back to the communities in which we live and work, with our "Community Action Day" and other programs20 weeks paid parental leave (primary carers) topped up to your normal pay and 2 weeks paid partner leave available after 6 monthsWe will match up to 4% of your salary to KiwisaverEnjoy generous discounts on both DuluxGroup products and through our corporate partnerships.Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP supportRealising your full potential starts here At DuluxGroup, we believe in the power to 'Imagine a better place', and we want you to be a part of it!
You'll work with iconic, trusted household brands with a 100+ year history, have the stability of working for a global company and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.
DuluxGroup is made up of six main business areas comprising of 50 well recognised brands, this opportunity sits within our Dulux Paints and Coatings business. Dulux Paints and Coatings is Australia's leading marketer and manufacturer of premium branded decorative paints, woodcare coatings and texture coatings.
Apply today!
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