Customer Care Lead

Ko mātou tēnei | This is Us

We believe that everyone should be able to actively contribute to their community and thrive. Our team of over 900 stretches from Taupō to Whangārei, providing access to critical health and social services. We are renowned for our core services: Enliven, Family Works, Lifeline and Shine.

Everything we do is informed by our purpose to enable our clients to have a better life, and our values of Hope, Trust & Integrity, Compassion, Partnership and Tangata Whenua.

Te Kowhiringa | The Opportunity

We are seeking an experienced Customer Care Lead to join our Enliven team and provide strong operational and people leadership within our Customer Care function.

In this role, you will support and supervise a team of Customer Care Coordinators to ensure optimal scheduling practices, effective resource allocation and the delivery of high-quality, client-centered services. You will play a critical role in prioritising services according to client vulnerability, contractual requirements and risk, while ensuring accurate data entry and clear, professional communication with clients, whānau, support workers and key stakeholders.

Working closely with the Customer Care Manager, Operations Manager and Service Coordination teams, you will contribute to continuity of care, minimise service disruption and support continuous improvement across service delivery. You will also provide cover for other Customer Care Leads and/or the Customer Care Manager during periods of leave or high demand. This is a varied and rewarding leadership role where your ability to manage complexity, lead people and maintain strong relationships will directly impact positive outcomes for clients and communities.

Please note the days & hours for this role are: Wednesday - Friday (10am to 6.30pm ); Saturday and Sunday ( 9am to 5.30pm)

Ngā pūkenga kei a koe | Your Skills and Experience

Skills and Experience

• At least 4 years’ relevant experience, including leading and managing people

• Proven experience in scheduling, call handling and accurate data entry

• Strong understanding of working within a diverse cultural environment

• Excellent communication skills, particularly on the telephone, with the ability to engage a wide range of stakeholders

• Well-developed written communication and report writing skills

• High level of computer literacy, including client management systems and the Microsoft Office suite

• Demonstrated problem-solving ability and the capacity to work well under pressure

• Experience in building and maintaining effective working relationships

Ngā āhuatanga hirahira o te mahi nei | Highlights of Working with Us

We are committed to creating a diverse workplace where you can look forward to feeling included and valued for your contribution. Examples of our commitment include being a dementia-friendly organisation, a DVFREE Tick Accredited employer, a member of Te Uru Tāngata – Centre for Workplace Inclusion, and a member of the Pride Pledge.

Our people are critical to our success. As part of our team, you will have access to:

• Counselling and support through our Employee Assistance programmes

• Wellbeing support and resources for you and your whānau

• Discounts on a range of services and products through our BOOST programme

• A reward each time you successfully refer a friend or family member to work for PSN

• Formal recognition for long service from five years onwards

• KiwiSaver contributions in addition to your base salary

• The option to purchase up to 10 additional days of annual leave each year

Contact Enliven.[email protected] if you have any questions or would like a copy of the Role Profile.

To check out our Careers page, please copy and paste https://careers.psn.org.nz/ into your browser to learn more about us and other exciting opportunities.

E hika mā, tono mai! (What are you waiting for?) Join our team and be part of the solution.