Customer Services Team Leader
Waikato, New Zealand · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 1 day ago
- Work mode
- In office
- Eligibility
- Candidates who can take on a hands-on leadership role in customer service and are comfortable managing a small team in an onsite environment in Waikato, New Zealand.
- Resume
- Required to apply
Where you'll work
Job description
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.