Are you ready to take the reins in a fast-paced, high-impact role where your leadership will set the tone for success? We’re on the hunt for an energetic, driven leader to spearhead one of our Customer Care teams in Wiri, delivering outstanding service and setting the benchmark for excellence. If you thrive on execution, leading by example, and can inspire at all levels, this is the opportunity for you.

At The Warehouse Group (TWG), New Zealand’s largest retailer and a beloved Kiwi brand, our mission is simple: to help Kiwis live better every day. Across our three brands, we’re dedicated to providing exceptional service.  In this role, you’ll lead a team serving our Noel Leeming customers! 

As a Customer Care Team Leader, you’ll inspire, coach, and empower a high-performing team of Customer Care Specialists while embodying our core values: Think Customer, Do Good, and Own It. This is your chance to shape a vibrant, customer-centric culture and lead a passionate team committed to making a difference. 

As a Customer Care Team Leader, you’ll inspire, coach, and empower a high-performing team of Customer Care Specialists while embodying our core values: Think Customer, Do Good, and Own It. This is your chance to shape a vibrant, customer-centric culture and lead a passionate team committed to making a difference. 

In this exciting role, you’ll: 

• Lead by Example: Be the role model your team looks up to. Inspire confidence and set the standard for delivery, professionalism, and performance.

• Drive High Performance: Ensure your team consistently delivers exceptional service, exceeding KPIs and achieving ambitious targets.

• Empower and Develop: Proactively identify training needs, coach individuals to unlock their potential, and build a resilient, capable team.

• Master Execution: Handle customer feedback with precision across phone, email, live chat, and social media channels, ensuring every interaction leaves a lasting positive impression.

• Collaborate at the Highest Level: Build trusted partnerships across the business, influencing stakeholders from Store Operations to Marketing, Fulfilment, and Brand Leads to ensure seamless service delivery.

• Navigate with Agility: Manage shifting priorities and operational challenges with a solution-focused approach, ensuring both customer and business needs are met without compromise.

We’re looking for someone with the skills, drive, and passion to lead from the front:

• Experienced and Accomplished: With 3+ years of leadership experience in customer care or contact centres, you’ve consistently delivered results and driven teams to exceed expectations.

• Inspirational Mentor: Your track record in coaching and mentoring speaks volumes. You know how to motivate, develop, and engage your team for sustained high performance.

• Exceptional Communicator: You excel at building relationships and can influence stakeholders at all levels of the business with clarity and confidence.

• Results-Driven and Resilient: You thrive under pressure, adapting quickly to new challenges while maintaining a laser focus on execution and results.

• Tech-Savvy: Proficiency in MS Office is a must, and familiarity with Salesforce or similar CRM systems is highly desirable.

• Strategic Mindset: You’re comfortable operating at a senior level, combining business acumen with a hands-on approach to deliver measurable outcomes

Join us in a dynamic, supportive environment where individuality is celebrated! As we embark on an exciting chapter in our journey, you’ll benefit from: 

- Career Growth Opportunities for advancement within our sizable company. 

- Birthday Leave Enjoy an extra paid day off to celebrate your special day! 

- Staff Discounts Access exclusive discounts across all our brands. 

- Long Service Leave Because we value your commitment. 

- Parental Leave benefit from 26 weeks of fully paid parental leave, plus additional support for partners. 

- Paid Jury Service We’ve got you covered. 

- Lifestyle Leave Spend more time doing what you love. 

- Free Car Parking: Convenient access to work. 

If you’re excited about working with New Zealand’s iconic retail brands and passionate about delivering exceptional customer experiences, we’d love to hear from you. Join us today and be a part of our journey to help Kiwis live better every day!