Customer Care Team Leader - Service

About nib | Ko Wai M­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ātou Free health, life, income protection insurance + discounts for familyJoin a supportive and dedicated team where you can develop and enhance your careerHybrid work environment, on average 2 days / week in office after trainingAn exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parentsFitness incentivesShort term incentive programmesHere at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance. We believe in "challenging the status quo" - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our 'future state' strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team. About the role | He Aha Te TūrangaIn this role you will lead and inspire a high-performing customer care team to deliver exceptional service across health and life products. Your team in Auckland may be made up of customer care consultants, customer care administrators, health support consultants and member lifecycle specialists. You will drive operational excellence, foster a culture of continuous improvement, and ensure your team is equipped to provide consistent, high-quality support across all contact channels.Build a values-driven, high-performing team culture.Ensure policies and procedures are documented and accessible.Oversee cross-skilling and upskilling initiatives.Support workforce planning and manage WFM tools.Analyse performance data and drive insights.Champion process improvement and strategic alignment.Ensure compliance with nib's Code of Conduct and Risk Management Strategy. About you | Ko Wai KoeYou will be a people-focused leader with strong customer service experience and a passion for delivering outstanding outcomes to our members and advisers. Your ability to coach, motivate and manage performance will be key to driving team success. Your background may include insurance, financial services, contact centre or telecommunications as you will be leading a diverse team of up to 12, working in a variety of roles. You will also have: Strong knowledge of contact centre operations and workforce management.Excellent coaching and interpersonal skills.Advanced computer literacy with the ability to use multiple different systems.Experience in insurance, financial services, telco or regulated industries preferred.Resilience and adaptability, with a passion for leading through transformation and driving improved customer care. If you're ready to step into a role that will challenge and reward you daily and provide an opportunity to build on your career, then please apply today! We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate. Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you. All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment. www.nib.co.nz