Sales and Service Team Leader

About us

We're a not-for-profit organisation on a mission to transform ourselves and empower New Zealanders to live their healthiest lives.
 

With almost a million members in our care, we are New Zealand's leading health insurer.

We have an unstoppable focus, delivering outstanding experiences to our members in their time of need. This is an exciting time to be part of our journey and in return for your extraordinary talent, we'll provide a high performing values-based team environment where people are at our heart.

About the role

We’re on a mission to protect the pet life and boost the quality time we have with our furry friends. Whether that’s boredom busters, tips and tricks for staying healthy, or helping them stay safe from harm. We’re with you to help your pets live their best pet lives for longer. 

We pride ourselves on giving our customers, and their pets, the best experience possible so you will need to be driven, have proven high performance, thrive in an agile environment and be passionate about growing within your role.

About the role: 

As a Sales and Service Team Leader you are responsible for leading and supporting the growth and development of team members. To manage the operational workflow and processes through daily monitoring and long-term planning and ensure that service levels and accuracy targets are maintained. 

• Build a high performing team with highly engaged and capable individuals who feel safe to air their views and are able to self-organise, collaboratively solve problems, and work both autonomously and cross-functionally   

• Instil a solution and customer focused mindset in the team, staying close to customer feedback, supporting, and empowering the team to navigate through challenges, changing course when necessary to meet customer needs   

• Ensure self and team provide an outstanding customer experience and deliver on our Brand Promise, acting as a point of first escalation for complex issues, escalations, and complaints.   

• Maximise each team member’s performance and KPIs, through regular coaching, review of performance, provision of mentoring, reporting and feedback, ensuring professional development and succession plans are in place.   

• Facilitate and build a continuous improvement environment, continually review and work collaboratively to improve systems, processes, policies and procedures that support the team, performance, business and/or customer experience  

• Attend and participate in cross-functional team meetings to exchange information and maintain awareness of new products and initiatives, processes, and procedures.   

• Continuously keep up to date with policy, product, and process knowledge, and take ownership, in conjunction with your leader, of continuing personal development to improve skills/knowledge.   

• Support and drive the implementation of change in the workplace.   

• Produce accurate monthly and compliance reporting as required  

• Remain compliant with relevant legislation, in particular the Privacy and Human Rights Acts, ensuring that team members are compliant and up to date.  

About you:   

• Minimum of 5 years’ experience in leading, managing and coaching a team in a service environment   

• Experience and demonstrated technical knowledge in a claims or customer service and/or sales related position within the insurance industry  

• Empowering leadership philosophy and approach evidenced by feedback and the results achieved by the teams they have led  

• Demonstrates mindset of agility and a flexible and adaptive working approach  

• Business related learning demonstrating expertise, curiosity, a thirst for knowledge and growth  

• Strong communication and coaching skills  

• Continuous improvement mindset   

• Computer literate in Windows environment, medium to advanced proficiency in Microsoft Outlook, Word and Excel   

Ngākau nui. Āhurutanga. Tikanga.   

Join a proud diverse team, that's always there, always real, always true. If you thrive in a caring, honest and open culture, we think you’ll love working with us.   

We know that it is our team’s culture and wellbeing that will drive us forward. That’s why we prioritise not only professional development opportunities but opportunities to thrive personally, too. We offer exceptional work/life balance and our employees are encouraged to – and rewarded for – living well.    

Southern Cross employee benefits include:   

• five days of wellbeing leave per year    

• health insurance for you and your immediate whānau   

• life insurance cover and discounts on pet and travel insurance    

• extra parental leave benefits and financial wellbeing support    

• Participate in our workplace wellbeing programme.    

That’s not all. Need more time to study, volunteer or support your whānau? You’ll have the opportunity to purchase flexi leave. Each year, you will also get to take part in a volunteer day, to contribute to a cause or community with your team.   

Our commitment to LGBTQIA+ and minority communities is reflected in our culture, and we run a regular Diversity and Inclusion Forum to help ensure this continues to flourish. 

If you share our commitment and passion, then apply now!