Customer Service Team Leader
Location: Christchurch Central, Canterbury
Job Type: Full time
Lead, coach and grow a high-performing customer service team
Hands-on leadership role at the heart of the business
Join a respected and expanding New Zealand brand
We're working with a well-established New Zealand consumer brand to appoint a Customer Service Team Leader. This is your chance to step into a hands-on leadership role where you'll guide a capable team and play a key part in delivering a genuinely seamless customer experience.
Operating across both retail and trade channels, the business is known for quality products and strong, lasting customer relationships. This role sits right at the centre of operations, connecting customers with internal teams so that service delivery stays 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, empowering your team to deliver efficient, high-quality after-sales support while continuously improving the processes and systems behind it.
Working hours for this role are 10.30am – 7pm, aligning with the business's Australian customer base.
It's a genuinely hands-on role – you'll be just as comfortable coaching your team as you are stepping in to support customers when it counts.
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
A strong background in B2C customer service, ideally within a product-based, retail or manufacturing environment
A proven ability to coach, mentor and develop team members
Confidence managing escalations and resolving complex customer issues
Excellent organisational skills, with the ability to juggle multiple priorities
A proactive mindset with a genuine 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 career progression opportunities
If you're a customer service leader who thrives in a product-driven, B2C environment and enjoys building strong, capable teams, we'd love to hear from you. For a confidential discussion, contact Kelly Scammell at ••••@grahamconsulting.co.nz. Alternatively, apply via the Seek link.
Please note that all applications will be reviewed; however, only shortlisted candidates will be contacted. If you have any questions regarding your application, please don't hesitate to contact the consultant listed above.