Customer Service Team Leader

Customer Service Team Leader

• Lead and develop a high-performing customer service team

• Competitive salary + growth opportunities

• Join a respected and expanding New Zealand business

We’re working with a well-established New Zealand consumer brand to appoint a Customer Service Team Leader. This is an opportunity to step into a hands-on leadership role where you’ll guide a capable team and play a key part in delivering a seamless customer experience.

Operating across both retail and trade channels, the business prides itself on quality products and strong customer relationships. This role sits at the centre of operations, connecting customers with internal teams to ensure service delivery is smooth, responsive, and consistent.

About the opportunity

This role is ideal for an experienced customer service leader who thrives in a B2C environment, particularly within a product-based business.

You’ll take ownership of the day-to-day performance of the customer service function, supporting your team to deliver efficient and high-quality after sales support, while continuously improving processes and systems.

It’s a hands-on role — you’ll be equally comfortable coaching your team as you are stepping in to support customers when needed.

Key responsibilities

• Lead, coach, and develop a customer service team to achieve strong performance outcomes

• Set, monitor, and drive KPIs aligned to service delivery and customer satisfaction

• Oversee customer communications, ensuring accuracy, timeliness, and consistency

• Act as the escalation point for complex or sensitive B2C customer enquiries

• Identify and implement improvements across systems, workflows, and service processes

• Work closely with sales, production, warehouse, and technical teams to ensure a seamless customer experience

• Support rostering, workforce planning, and resource allocation

What you’ll bring

• 4-5+ years experience leading or supervising a customer service team

• Strong background in B2C customer service, ideally within a product-based, retail, or manufacturing environment

• Demonstrated ability to coach, mentor, and develop team members

• Confidence managing escalations and resolving complex customer issues

• Highly organised, with the ability to manage multiple priorities

• A proactive mindset with a focus on continuous improvement and service excellence

Why apply?

• Join a growing New Zealand business with a strong reputation

• Lead a collaborative and supportive team environment

• Take ownership of a critical function within the business

• Work alongside an engaged leadership team that values initiative

• Access long-term development and progression opportunities

If you’re a customer service leader who enjoys working in a product-driven, B2C environment and building strong, capable teams — this role offers the chance to make a genuine impact.

Apply now or register your interest with Kelly Scammell at [email protected]

Please note that all applications are reviewed but only shortlisted candidates will be contacted. If you have any questions about your application, please feel free to call or email the consultant whose details are listed on the advertisement.