Switched On Group Looking for Responsive and Complaints Manager at Christchurch, Canterbury, New Zealand Full Time

We’re seeking a proven customer focused leader who shows initiative and can problem solve on their feet.

As a member of our Senior Leadership Team, this role will see you lead a small team of Customer Coordinators who are responsible for the delivery of responsive residential maintenance works primarily across the South Island. You will also be responsible for the management of the timely closure and successful completion of any complaints from our customers. This role is centered around your relationship with your team, our key client and our customers in addition to our wider Switched On Housing team.

This is a key role for our business and is KPI driven which means it can be demanding so your calm demeanour is important and you’ll be a role model for the team.

Key duties include but are not limited to:

• Management and leadership of a team of Customer Coordinators
• Optimising operational efficiences in a KPI driven environment
• Managing the MFF (Complaints) process to ensure KPIs are met
• Work closely with our Client to ensure expectations are being met
• Developing a close relationship with other Senior Managers across the Switched On Housing Group

Requirements

• Proven experience managing a small team
• Experience in the industry preferred but not essential
• Ability to be the escalation point for the team, customers, sub-contractors and our client
• Resilience, flexibility and a positive can-do attitude
• Proven experience in embedding a culture of high performance, innovation and continuous improvement
• The ability to build and maintain key relationships with a wide range of stakeholders

This is a complex and dynamic environment and this role requires someone who can adapt to change and help coach our team to deliver quality customer experience and keep the Switched On vision at the forefront.

Benefits

• Southern Cross Medical Insurance
• Great company culture where family matters
• Focused but fun team environment
• Employee Recognition programme
• Growth opportunities within our wider group of companies

About The Company

We have a team of individuals with a collective passion of Enhancing Peoples Environments. Our purpose driven family business has been enhancing homes and communities across Aotearoa since 1983. Collectively we are on a journey to maintain over 15,600+ kiwi homes and are set to complete over 100,000+ customer requests this year.

We’re looking for passionate, socially conscious people with a passion for delivering quality work and who want to help enhance the environments of everyday New Zealanders.

How To Apply

If this role sounds like you click the APPLY button now.