Customer Service Team Support Lead

About the Company Our client is a major essential‑services organisation that plays a critical role in keeping Auckland running. The business is constantly evolving, with a strong focus on customer outcomes, smart decision‑making, and empowering people to take ownership. You’ll be part of a diverse, supportive team within a company known for its stability, development opportunities, and genuine commitment to doing what’s right for the community. About the Role Based in Newmarket, close to cafes, public transport, and shopping. Hybrid working after training (3 days in office). Salary: $100K – $110K per annum (depending on experience). As a 2IC you will be supporting a team of 12 by being the go‑to person for complex customer requests, daily workflow coordination, and escalations. Your role is to keep work moving, supporting team members, and ensuring customers receive clear, timely outcomes. This is a high‑trust, high‑impact operational position where your decisions directly influence customer outcomes, contractor performance, and the flow of work across the wider business. You will live and breathe their values, providing excellent service and owning your work. Day to Day Responsibilities Lead daily stand‑ups, prioritising workloads and allocating tasks across the team Manage complex customer escalations, providing calm, clear resolutions Investigate issues across systems, contractors, and internal teams to identify root causes Coach and support team members, addressing knowledge gaps and improving processes Monitor SLAs throughout the day, identifying risks early and keeping work flowing smoothly Qualifications and Experience 3+ years as a customer service team leader with experience handling escalations Experience in a regulated industry (insurance, finance, utilities etc.) Strong Excel Skills (pivot tables and V‑lookups) Able to adapt quickly, prioritise and delegate work Curious and eager to learn many facets of the business Benefits Annual Health and Well being allowance of $350 Life and Income Protection Insurance Discounted Southern Cross Health Insurance Complimentary on‑site health and wellness checks Discounts at Specsavers, Lumino Dentists, Les Mills & more 50% off Auckland Transport Bus, Ferry, and Train rides Paid day off on your Birthday #J-18808-Ljbffr