Customer Services Team Leader

Role overview

APL Window Solutions is hiring a hands-on Customer Services Team Leader in Waikato, New Zealand. This position is responsible for guiding a team of four and acting as the main escalation contact for day-to-day service issues. The role focuses on team performance, quality, attendance, workflow control, and timely reporting to management.

Key responsibilities

• Take ownership of the everyday operation of the customer service function so the manager can concentrate on customer relationships and commercial priorities.
• Lead, mentor, and develop the team to strengthen confidence, capability, and consistency across all members.
• Monitor order processing, customer communications, and service delivery to ensure accuracy and fast turnaround times.
• Handle the NCR (non-conformance) workflow from investigation of root causes through to corrective actions.
• Serve as the primary escalation contact for complex or sensitive matters involving customers or suppliers.
• Prepare clear, proactive weekly reports for management covering team performance, trends, issues, and emerging risks.

Team structure

The team includes two experienced Customer Service Representatives, an NCR/Order Corrections Coordinator, and an Admin & Operations Support team member.

What makes this role appealing

This is a newly created opportunity that offers genuine ownership from the start. You will have day-to-day autonomy, influence over how processes develop, and strong visibility across the wider business. It is best suited to someone who wants to build and shape a team rather than simply maintain one.