Customer Works Team Leader

Are you a confident people leader who thrives on delivering great customer experiences and supporting teams to succeed?

Civtec is looking for a Customer Works Team Leader to lead our South Island Customer Works team. This role is key to ensuring our customers receive a seamless experience while our field technicians are well supported to deliver quality work across the network.

If you enjoy leading people, improving processes, and making sure things run smoothly behind the scenes, we’d love to hear from you.

About the Role

As the Customer Works Team Leader, you’ll lead a high-performing coordination team responsible for managing customer bookings and supporting field technicians. Your focus will be on ensuring work is well organised, customers receive great service, and technicians have the information and support they need to succeed.

You’ll also play an important role in strengthening team capability, improving processes, and ensuring work flows smoothly across the operation.

Key responsibilities include:

• Leading, coaching, and developing the Customer Works team to build capability and confidence.


• Overseeing daily workflows to ensure customer bookings and job coordination run smoothly.


• Supporting field technicians by ensuring work is well scheduled and information is accurate.


• Acting as the escalation point for complex customer or coordination issues.


• Ensuring jobs are followed through to completion so customers receive a fully resolved outcome.


• Identifying opportunities to improve processes, systems, and ways of working.


• Promoting collaboration between customers, field technicians, and internal teams.


• Maintaining accurate reporting and documentation to support operational visibility.


• Championing the use of tools and technology to improve efficiency and service delivery.


• Creating a positive, supportive team culture where people can perform at their best.
  
  

What You Bring

We’re looking for someone who combines strong leadership capability with a practical, customer centric focused approach.

You’ll ideally bring:

• Leadership experience in a customer service, service desk, or workforce coordination environment.


• Strong communication and relationship-building skills.


• The ability to manage multiple priorities in a fast-paced environment.


• A problem-solving mindset and confidence making decisions.


• Intermediate to advanced computer skills, including experience with Dynamics 365 or similar systems (desirable).


• A strong focus on customer outcomes and supporting operational teams including field technicians.


• Reliability, honesty, and a genuine commitment to doing things well.
  
  

Why Join Civtec?

At Civtec, our purpose is Improvement through Connection. We’re passionate about connecting communities and delivering quality outcomes for our clients and customers.