Customer Service Team Leader

at Generate Investment Holdings Limited
Published July 4, 2023
Location Auckland, New Zealand
Category Customer Service  
Job Type Full-time  
$80,000 – $85,000 per year + bonus


Customer Service Team Leader Generate Investment Holdings Limited location Auckland. $80,000 – $85,000 per year + bonus.

About us we are a proudly NZ-owned award-winning KiwiSaver and Wealth manager. Since inception, our goals have been to educate and empower our customers to help them make good financial decisions and to provide them with strong long-term performance. To date, we have achieved both of those goals and we are relentlessly focused on these goals for the future. Ultimately, we exist to grow Kiwi’s wealth and help them achieve materially better financial outcomes in retirement.

We are a business that cares about making this difference and our people play a key role in bringing our mission to life. We encourage our people to bring their ideas to the table and empower them to lead initiatives that will positively impact our business, community, and members.

About The role the Complex Withdrawals Team are responsible for responding to and effectively managing all queries related to complex KiwiSaver withdrawals such as Significant Financial Hardship and Serious Illness.

As the Complex Withdrawals Team Leader your focus will be on overseeing the day-to-day operations of the Complex Withdrawals Team, ensuring they knowledgeable, passionate, and focused on delivering outstanding outcomes for our members.

The role will have an approx. 50/50 split of leadership and frontline operational responsibility. Your day to day will look something like this responding to and managing cases related to Significant Financial Hardship and Serious Illness. Providing leadership to team members including regular 1:1’s, performance, and development reviews etc.

Providing support to team members, including escalation management and/or debriefing difficult calls or situations . Undertaking quality assurance checks and providing regular feedback. Identifying areas of improvement to make our internal processes and systems more effective.

Given the nature of the queries you will be responding too, you will often be dealing with members who could be vulnerable or distressed. Although a rewarding challenge for the right person, it will require a huge amount of empathy, understanding and resilience to achieve positive outcomes for our members.

About you for people in distress, talking to someone with your high EQ, maturity, and professional experience, can be life-changing and make a real difference. We are looking for someone who has these attributes and is intrinsically motivated to work in this complex area of financial services. Although this role is a hybrid role, we are ideally looking for someone with leadership experience who is comfortable leading a team who are often faced with challenging and difficult customer interactions.

In addition to the above, we are also looking for 3-4 years experience in a customer service role, ideally working with complex customer situations. Previous leadership experience including demonstrable experience in coaching, training, and the ability to inspire and motivate a team. Demonstrated track record of success in process improvement. Excellent written and verbal communication skills. High degree of IT literacy and ability to adapt to new technology.

What’s in it for you our culture is what sets us apart. We set ourselves high standards, ensuring our work environment is one where people thrive and also have fun. We invest significantly in the well-being of our people and are intentional about celebrating wins.

In return for your hard work you can also expect many great benefits working at Generate a rewarding role with ongoing growth. Competitive base salary + bonus package. Competitive benefits package including health insurance, discounted gym membership, additional KiwiSaver contribution, corporate benefits and more.

Proactive Health & Wellbeing Committee who organise a full calendar of events and initiatives. Great working hours (no weekend work). Ongoing training and support. Comfortable and central Auckland CBD office location.

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