As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.About the Role:The Response Lead's primary goals are to be accountable for the management and supervision of the Complex Faults team operations, workload management, and for the provision of service to agreed service level agreements (SLAs) for the client. Create superior value for Spark by providing the best solutions through competence and accuracy and in a manner that delivers an outstanding client service experience. The Team Lead should maintain a collaborative working environment that fosters a safe place for people to share and excel.Key responsibilities are:· Supporting the First Response Leadership in thedelivery ofthe team targets and performance.· Ensuring day to day operations run smoothly.· Ensuring the team can execute the delivery of support andare meeting the operational performance targets.· Removing impediments and roadblocks that may impair thedelivery of team operation s.· Collaborating closely with team members to ensure adequateresourcing .· Encouraging and motivatingtheteamto deliver consistentand leading-edge customer experiences.· Building a high performing team via coaching and feedback toachieve targets and goals.· Effective people leadership, overseeing a diverse team withthe aim of fostering aninclusive and empowered culture witha growth mindset.· To lead quality coaching conversations and provide cleardevelopment paths for the team membersWhat experience you'll bring:We are looking for an experienced Team Lead to take on our Complex Fault (Data/Access) squad and help develop and grow our team and capabilities.You'd bring an automation mindset with the focus on developing the team to do more technical work while streamlining our tools and processes.You'd be familiar with ITIL and use your excellent communication and client service skills to deliver our customer outcomes.WHY CHOOSE US:Diversity and Inclusion: Te Kanorau me te Whakawhaiti maiAt Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be "how things are done at Spark", embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand's recovery and economic transformation. The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.Our people matter and we make sure we look after them.As a valued employee of Spark, we've got our people covered with a range of leading benefits including:· Wellbeing – Comprehensive medical insurance, life and income protection. Access to wellbeing coaches, EAP and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.· Hybrid ways of working – for most teams at Spark this means being in the office for 3 days a week, and 2 days being flexible.· Leave – in addition to four weeks annual leave, we offer purchased leave, enhanced parental leave payments & support, and study leave.· Spark Credit – We provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.· Spark Share scheme – periodically we offer the opportunity to buy into our share scheme.· Career development – access to an internal marketplace that connects employees with experiential, on the job learning across Spark.Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).To download the position description, please sign in with your account.Position DescriptionPosition Description - First Response Lead Complex Faults.docx#J-18808-Ljbffr
