Customer Contact Centre Team Leader, Wellington
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KiwiRail

Customer Contact Centre Team Leader

  • Posted Today
  • On Site
  • Fixed Term Contract
Location

Wellington

Job Description

  • Experienced team leader sought
  • Fixed term for 12 months – April 2025 start
  • Wellington based



He kōrero mō mātou | About us:

At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being.

Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard.



He whakamārama mo te tūranga mahi | About the role:

Our Contact Centre Team Leader's main focus is to supervise the day-to-day functions of our customer contact teams. You will act as a role model, coach, mentor, motivator and technical expert to ensure the teams can provide "best in class" customer service to all our customers.

You'll work across a wide range of customers, including commercial vehicle, retail and group booking customers. You will proactively identify service level gaps, problem solve issues and recommend and implement process changes.



Based at our call centre in Wellington Railway Station, some of your key accountabilities include:


  • Ensuring that documented procedures are followed
  • Taking an active role in disruption, incident and recovery management
  • Ensuring all verbal and written communications by the team are clear and professional
  • Leading and developing our staff and ensuring KPIs are agreed and met
  • Understanding and ensuring policy and procedures around records are followed



This position is Monday to Friday, normal working hours. There may be some weekend or evening work required on an occasional basis due to the nature of our business.

Ngā pukenga e rapu nei mātou | What (skills) you will bring:

As this is a fixed term position, we need you to be someone who is skilled at hitting the ground running and coming up to speed quickly! You will have experience at leading teams within complex, challenging environments.


You’ll be a warm, engaging person who can quickly build rapport. At the same time, you’ll not be afraid to have the hard conversations when they’re needed. You’ll also display the following skillsets:

  • Minimum intermediate data entry and MS Office Suite experience
  • A clear, professional telephone manner and excellent written and verbal communication
  • Proven ability to perform under pressure and juggle priorities
  • An ability to see the big picture and display good judgement



Nōu te rourou | What's in it for you:

  • Extensive support
  • Access to discounted travel, health insurance & holiday houses across NZ as part of the Staff Welfare Trust
  • Flexible working (remote working is not possible)
  • A strong Zero Harm policy to keep you safe



Kua rite, kia rite | Ready to Make a Difference?

Rā aukati | Applications Close: 16 March 2025

We will be shortlisting and interviewing as we advertise so be in quick with your application!

Hard Skills Required

  • Procurement
  • Analysis and Modelling
  • SAP
  • Contract Negotiations
  • Vendor Management

Soft Skills Required

  • Communication
  • Coordination
  • Time Management
  • Attention to Detail

Benefits and Perks

  • 🤱
    Extended Parental Leave
  • 🏘
    Work from Home
  • 🧕
    Inclusive Workspace
  • ❤
    Care and Appreciation
    EAP, Employee Assistance Programme, Study Grants, Travel Privileges on Great Journeys of New Zealand and InterIslander.
  • 🧠
    Mental Health Workshops
  • 💚
    Counselling Services
  • 📈
    Professional Development
  • 🛂
    Visa Sponsorship
  • 🎉
    Employee Discounts and Rewards
    The NZ Rail Staff Welfare Trust- The Trust offers reimbursement of medical expenses for members and their families, access to affordable holiday homes, and group discounts on additional insurances.
  • 🎖
    Long Service Rewards
  • 📣
    Referral Bonuses
  • 💻
    Company Supplied Technology
  • ⛑
    Uniform Provided
  • ⏰
    Flexible Work
  • Sick Leave
  • Wellbeing Support
  • Bereavement Leave
  • Extended Annual Leave

Job Schedule

  • Rotating Roster
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