Customer Service Team Leader
Location: Christchurch, Canterbury
Job Type: Full time
Lead and develop a high-performing customer service team
Competitive salary + growth opportunities
Join a respected and expanding New Zealand business
We’re working with a well-established New Zealand consumer brand to appoint a Customer Service Team Leader. This is an opportunity to step into a hands-on leadership role where you’ll guide a capable team and play a key part in delivering a seamless customer experience.
Operating across both retail and trade channels, the business prides itself on quality products and strong customer relationships. This role sits at the centre of operations, connecting customers with internal teams to ensure service delivery is smooth, responsive, and consistent.
About the opportunity
This role is ideal for an experienced customer service leader who thrives in a B2C environment, particularly within a product-based business.
You’ll take ownership of the day-to-day performance of the customer service function, supporting your team to deliver efficient and high-quality after sales support, while continuously improving processes and systems.
It’s a hands-on role — you’ll be equally comfortable coaching your team as you are stepping in to support customers when needed.
Key responsibilities
Lead, coach, and develop a customer service team to achieve strong performance outcomes
Set, monitor, and drive KPIs aligned to service delivery and customer satisfaction
Oversee customer communications, ensuring accuracy, timeliness, and consistency
Act as the escalation point for complex or sensitive B2C customer enquiries
Identify and implement improvements across systems, workflows, and service processes
Work closely with sales, production, warehouse, and technical teams to ensure a seamless customer experience
Support rostering, workforce planning, and resource allocation
What you’ll bring
4-5+ years experience leading or supervising a customer service team
Strong background in B2C customer service, ideally within a product-based, retail, or manufacturing environment
Demonstrated ability to coach, mentor, and develop team members
Confidence managing escalations and resolving complex customer issues
Highly organised, with the ability to manage multiple priorities
A proactive mindset with a focus on continuous improvement and service excellence
Why apply?
Join a growing New Zealand business with a strong reputation
Lead a collaborative and supportive team environment
Take ownership of a critical function within the business
Work alongside an engaged leadership team that values initiative
Access long-term development and progression opportunities
If you’re a customer service leader who enjoys working in a product-driven, B2C environment and building strong, capable teams — this role offers the chance to make a genuine impact.
Apply now or register your interest with Kelly Scammell at ••••@grahamconsulting.co.nz
Please note that all applications are reviewed but only shortlisted candidates will be contacted. If you have any questions about your application, please feel free to call or email the consultant whose details are listed on the advertisement.