Title:  Arohia Team Lead

Ko tō tūranga – your role

Join our Auckland whanau as an Arohia Team Lead and be at the forefront of driving excellence and innovation in our frontline teams! In this dynamic role, you'll provide day-to-day leadership and performance coaching, ensuring our multiskilled teams flow seamlessly to meet demand. You'll be the catalyst for operational success, empowering our Arohia champions by surfacing opportunities, removing friction, and fostering a culture of empathy, care, and support. Your leadership will make One New Zealand the employer of choice, enhancing every stage of our Customer Champion lifecycle from recruitment to high-performance delivery.

As an Arohia Team Lead, you'll thrive in a fast-paced environment where no two days are the same. You'll set and track goals, identify performance improvement opportunities, and champion continuous improvement initiatives. Your commitment to the OMNI ways of working will elevate both employee and customer experiences, aligning with our strategic mission and vision.

If you're passionate about making a tangible impact and leading with energy and enthusiasm, this is the role for you!

This position is a fulltime (40 hours per week) role, with a Monday to Sunday availability required for rostered shifts, in our support office in the Auckland CBD.

Ko tō mahi – what you’ll do

• Drive Exceptional Customer Service: Ensure accountability to Standard Operating Procedures and support performance management frameworks. Foster a customer-centric culture in all interactions and tasks.
• Identify and Surface Opportunities: Use operational reporting and trend analysis to find areas for performance improvement. Enhance the broader frontline team's capabilities through tactical and strategic solutions with Arohia Team Leads and the Head of Care.
• Set and Track Goals: Create and monitor goals for each team member, identifying opportunities to improve performance and build team capability.
• Support Continuous Improvement: Implement and lead continuous improvement initiatives for Voice & Messaging to enhance employee and customer experiences.
• Conduct Quality Audits and Calibration: Perform call/chat quality and case management audits and calibration sessions across Arohia Team Leads. Ensure a standardized approach and consistent performance delivery.

Na tōu rourou - what you’ll bring

• At least 2 years of operational experience in a Call Centre environment, with a comprehensive understanding of customer operations and processes, and the ability to implement process improvements where necessary.
• Demonstrated leadership skills with a proven ability to recruit, develop and retain a high-performing team.
• Skilled in navigating conflict and maintaining composure in high-pressure situations.
• Possess a flexible and open attitude, with a strong drive to prioritize customer satisfaction.
• Strong focus on people development and growth, with a passion for helping individuals meet and exceed their KPIs and career aspirations
• Comfortable with working a flexible roster, including weekends.

Nā mātou te rourou – what you’ll get

• Comprehensive sales training, coaching, and mentoring from industry experts
• Career progression pathways into business sales, management, or other areas of One NZ
• A fully subsidised Southern Cross health insurance cover for you and your family.
• Market leading mobile phone with unlimited data plan, for business or personal use.
• Lifestyle leave where you can purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!
• Recognition programs to celebrate your sales achievements

Joining our whānau means more than just starting a new job - it’s the beginning of a journey that will challenge and inspire you to play your role in something bigger. 

You’ll be part of a supportive team, immersed in unique workplace experiences, and working with cutting-edge technology that’s shaping the future. Whether you're keen to grow your industry skills or explore opportunities in a new environment, you'll have the chance to learn, lead, and thrive.

Because at One NZ, we don’t just connect people - we grow careers and empower futures, all while helping build a better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.

He aha ai tātou – Why us?

At One NZ, we’re on a mission to shape a better-connected Aotearoa by delivering simpler and smarter products and services that truly make a difference to our customers. 

As a valued member of our Arohia Contact Centre team, you’re not just part of the journey - you’re the face and voice of it. Every interaction helps build trust, creates connection, and makes a real difference to our customers.  

Whether you’re just starting out or looking for a fresh opportunity, here’s your chance to make a real impact. Grow your skills, be part of a team that celebrates care and community and help us bring connection to life for customers across Aotearoa. 

Please note our recruitment process:

We're excited to welcome new talent to our team. Due to the nature and urgency of this role, we're prioritizing applicants who are based locally. To be eligible, you must be a New Zealand citizen, resident, or hold a valid work visa with at least 18 months remaining.

As part of our commitment to a safe and secure workplace, we conduct criminal and credit background checks. Please apply only if you're comfortable with this process.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.