- Engage, develop, transform, customer delivery focused
- Carve out your leadership style and make a difference
Mon – Fri flexible start times from 8am-11.30am. Ensures you have time to meet with your team with occasional weekend work
Secure your future, start a new chapter in your career with an iconic kiwi brand. You’ll be leading a Customer Service team who work in a hybrid environment as part of the Global Customer Experience team.
Fisher and Paykel ARE THE WORLD’S MOST HUMAN-CENTRED APPLIANCE BRAND
With a culture of open innovation, with people working collaboratively to find ideas that connect with their customers and respect the planet. Drawing on deep insights on the life lived around appliances, they create brands, products, services, and ecosystems that customers and users truly value.
With a values-based approach – Curious | Innovative | Sustainability minded | Trusted | Generous are at the centre of everything they do.
Connecting people to purpose – We create moments of delight together in the heart of the home. Sustainably enhancing the quality of people’s lives. Now and for future generations.
This role sees you responsible for mentoring, coaching, leading and growing your team to engage and meet KPIs to deliver to the metrics that matter to our customers
They are on a journey of transformation, taking the traditional way of interacting with customers via telephone, and transforming this, to a multi-faceted digital communications approach across phone, chat, e-mail and social media. By doing this, the team will be accessible to customers, where it matters most.
What you will do
The primary purpose of this role is to engage, lead and motivate your team across this omni-channel approach, to deliver to service and to manage sales enquiries.
Day to day will see you also:
- Performing regular 1-1’s with individual team members to provide ongoing feedback and learning opportunities
- Work alongside your consultants to actively develop their skills, to present and manage the brand experience with confidence and to take them on a journey they’ll love being part of
- Manage staffing, resources, and performance versus standards of each team member
- Understand and manage the team against SLA’s and KPI’s
- Ensuring training is kept relevant and up to date on new product or service releases in conjunction with F&P’s global trainers
- Connecting your team to purpose with a values based approach
You are an engager, whether it is engaging with your team to get them along for the journey, pick someone up and mentor them through their challenges, or engage with key stakeholders to make the magic happen. With significant experience in a similar role, you understand how the user experience is transforming and evolving from a phone-based environment, to digital and beyond, and you’re there to champion this and get your team engaged to deliver.
With 3 years+ of experience in a leadership role, you understand how to empower, grow and mentor your team, setting achievable goals, best practice standards and leading by example. You are a champion communicator, enjoy engaging stakeholders at all levels, and are results and solutions focused. You think outside the box and deliver bespoke solutions where no one else has thought of them. Similarly, you are just as good at executing a wider company devised strategy with energy and passion.
You’re up to play with the latest digital tools and technologies, across Social Media, LiveChat, E-mail, and other digital platforms. We envisage you’ll join us from an organisation who has been through a successful contact centre and customer experience transformation, with exceptional leadership skills with a proven track record.
What you’ll get
Apart from a generous team leader salary, you will receive access to a comprehensive benefits package, a supportive, energised and welcoming culture and peers that will support you through your journey at F&P.
This role can be performed remotely, but you must reside within the wider Auckland region and have access to our East Tamaki head office, as required.