Team Leader

Southern Cross Travel Insurance – Auckland, North Island At Southern Cross Travel Insurance (SCTI), we’ve got your back in the moments that matter. We are part of the Southern Cross group of brands which all focus on wellbeing. This means we support our people to do and be their best every day. SCTI is proud to be the market leader in New Zealand and growing in Australia, and we’re just getting started. Travel is changing, and so are our customers’ needs. That’s why we’re here with real care, reassurance, and smart solutions to keep people moving confidently. We’re travellers at heart, and we bring that spirit into everything we do - innovating, improving, and going further together. Our culture is inclusive and values driven. We empower our people to make decisions, share ideas, and succeed. When you join SCTI, you’re joining a team that’s passionate about creating extraordinary outcomes for our customers and for each other. About the role: We’re on the lookout for extraordinary Sales and Service Team Leader to join our high performing Contact Centre team based in Auckland’s CBD. Reporting to our Head of Sales and Service, the role is responsible for leading and coaching a team of Customer Service Representatives across multiple customer touch points to provide extraordinary customer experiences. If you want to make a real difference in an iconic brand that spans both New Zealand and Australia, we want to hear from you.You’ll also have opportunities to contribute to transformational projects, including B2B expansion and AI integration. Our Contact Centre is open between 8.30am and 9pm 7 days a week and this role will be required to work these hours on a rotating basis Key responsibilities: Lead, coach, and develop a team of Customer Service Representatives to achieve performance and engagement goals. Ensure compliance with policies and procedures while maintaining a customer-first approach. Support extended hours operations through effective roster management and team planning. Drive continuous improvement initiatives and contribute to strategic projects such as B2B growth and AI adoption. Collaborate with peers and stakeholders to deliver seamless customer experiences across channels. About you: You’re a natural leader who thrives in a fast-paced, customer-focused environment. You know how to bring out the best in people, build strong relationships, and create a positive team culture. You’re confident in making decisions, adaptable to change, and passionate about delivering exceptional service. Previous experience in the insurance sector Strong leadership skills with ability to coach, mentor, and develop team members Clear, confident communicator who adapts to different audiences Customer-focused with a passion for delivering exceptional service Skilled in problem-solving and decision-making with a solutions mindset Resilient and organized, able to manage competing priorities under pressure Committed to continuous improvement and positive change Builds trust and strong relationships across teams Proven experience in leveraging AI tools and technologies to enhance team efficiency, improve customer experience, and support data-driven decision-making. Understanding of how AI can support omni-channel strategies and personalised customer interactions. Why you’ll love working with us We believe work should fit around life, not the other way around. When you join SCTI, you’ll enjoy perks that make a real difference for you and your whānau: Health and wellbeing first - fully subsidised medical insurance for you and your immediate family Travel and pet perks - discounted travel and pet insurance, plus special deals for your whānau Family-friendly benefits - extra parental leave benefits when it matters most Peace of mind - life and terminal illness insurance Time for you - five days of wellbeing leave every year, plus the option to buy extra flexi-leave Flexibility that works - hybrid working options so you can work from home part of the week Because when we say we’ve got your back, we mean it - at work and in life. Our commitment to diversity Just like the places our customers travel to, our people are wonderfully diverse. We’re committed to creating an inclusive culture where every voice is heard and every perspective is valued. Applications are welcome from individuals of all backgrounds, experiences, and walks of life. Applicants for this position must meet legal requirements to work in New Zealand. #J-18808-Ljbffr