Customer Service Manager

• Lead and develop a customer service team

• Competitive salary

• Join a respected, growing NZ business

Ready to take ownership of a high-performing customer service function within a well-established business?

We’re partnering with a respected New Zealand brand in the consumer products space to appoint an experienced Customer Service Manager. This is a key leadership role, responsible for driving service excellence, leading a capable team, and ensuring customers receive an outstanding end-to-end experience.

About the role

As Customer Service Manager, you’ll lead the customer service function across a range of customer and business channels. You’ll be responsible for mentoring and developing your team, managing performance, and refining processes to ensure efficiency and accuracy across all after sales support functions.

Key responsibilities

• Lead, mentor, and develop a customer service team

• Set clear performance expectations and actively manage KPIs

• Coach and support team members to deliver consistent, high-quality service

• Oversee after sales customer communication to ensure accuracy and timeliness

• Act as an escalation point for complex or sensitive customer enquiries

• Drive continuous improvement across customer service systems and workflows

• Collaborate with production, warehouse, technical, and sales teams to ensure seamless delivery

• Support workforce planning, rostering, and resource allocation

What you’ll bring

• 2+ years’ experience leading a customer service team

• A strong customer service background within a product-based, manufacturing, trade, or retail environment

• Proven experience mentoring, coaching, and managing performance

• Confidence handling escalations and complex customer situations

• Strong organisational skills and the ability to manage competing priorities

• A continuous improvement mindset with a focus on service excellence

Why you’ll love it

• Lead a close-knit, collaborative team

• Play a meaningful role in shaping the customer experience

• Work within a supportive leadership group that values accountability and initiative

• Enjoy ongoing development and long-term career progression opportunities

How to apply?

If this sounds like you and aligns with your background we’d love to hear from you. Please contact Lucy Rule at Graham Consulting at luc•@grahamconsulting.co.nz to register your interest.

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.