Team Leader - Inbound Operations

• Full Time
• Application Closes 17 May 2024
• Wellington - Wellington City
• IT Team Leaders

About the role

The Team Leader – Inbound Operations is a key role in the Customer Banking team at The Co-operative Bank, as your focus will be providing operational support to our workforce using our phone platform. 

You’ll lead a small team providing customer service over the phone, email and social media, with end-to-end accountability, including quality assurance, performance, process improvement, and coaching to provide quality customer outcomes.

We want our Team Leader – Inbound Operations to be proactive in managing and improving the operational support for our phone platform, as well as helping their team to provide great customer service and achieve their goals.

This is a full-time position, working 40 hours a week from Tuesday to Saturday. The role is based in our Wellington Head Office, with some flexibility to work from home.

To nail this, you’ll need:

At least three year's work experience in a contact centre, banking or customer service environment; preferably within a senior or leadership role.

• Demonstrated ability to build relationships with team members and customers.
• Strong problem-solving skills and the ability to think on your feet with sound judgment in regard to the escalation of issues.
• Experience and an interest in analysing data to support outcomes.

What’s in it for you?  Not only will you be helping every day Kiwi’s achieve their goals, you’ll get to experience the Co-op magic. In your role with us, we can offer you:

• Development: Support to grow your banking career and tap in to all areas of banking, guided by a supportive performance framework.
• Leave: Heightened sick leave allowances, long service leave, increased annual leave following tenure achievements
• Wellbeing: Employee Assistance Programme, Life and Critical Illness insurance, Flu Jab reimbursement scheme, Wellbeing programme and webinars

A bit more about us

The Co-operative Bank is a different kind of bank. We’re here to change banking for good. Since 1928 we’ve been doing right by people, with a focus on helping New Zealanders get ahead financially. Our customers are at the heart of everything we do and we’re committed to helping improve the world we work, live and play in. To reflect this, we’re proud to be NZ’s first bank accredited as a Certified B Corporation. To top it off, we’re also the only bank in New Zealand that shares its profits with its customers. 

Whether it’s help from one of our friendly teams, or a seamless experience with one of our digital solutions, we’ve got our customers covered. Here, no two days are the same. Our people are empowered to innovate, share ideas and let our skills take us in unexpected and exciting directions. But most importantly, we can be ourselves at work, we have fun but still get things done.

Our workplace is one where we bring our experiences, background and perspectives together to collaborate and achieve great things, rocking the banking world as we go. We’re ready. Are you?

Applications close: 17 May 2024