Title:  Service Lead (North)

Ko mātou tēnei – our organisation

At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.

We proudly champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

Ko tō tūranga – your role

As the Service Lead for our North Island Contact Centre, you’ll play an instrumental role in shaping the frontline experience across both our Consumer and Business segments—driving operational excellence and inspiring high-performing teams. You’ll lead the daily operations of Arohia Contact Centre team, providing hands-on leadership, coaching, and performance management to ensure consistently exceptional customer experience. Collaborating closely with offshore partner leads and regional counterparts, you’ll uphold our customer experience standards, leadership practices, and cultural values. Your passion for coaching, capability development, and performance leadership will be key to enhancing both customer satisfaction and employee engagement. As a champion of empowerment, empathy, and care, you’ll help position One NZ as the employer of choice throughout the Customer Champion journey—from recruitment and onboarding to training and beyond.

Please note this is a hybrid role based in our Tamaki Makaurau Support Office.

Ko tō mahi – what you’ll do

• Lead day-to-day operations and coach frontline leaders across Consumer and Business journeys, driving performance, engagement, wellbeing, and a culture of accountability, inclusion, and customer obsession.
• Champion a customer-first culture by embedding service excellence programs, ensuring consistent, personalised experiences across all teams and partners, and aligning nationally and globally on customer delivery.
• Oversee daily service performance, drive adoption of new initiatives, and close capability gaps through targeted coaching and training to ensure consistent, high-quality customer outcomes.
• Drive customer satisfaction and efficiency by meeting key service metrics and partnering on strategies to boost productivity and experience.
• Ensure timely communication of key initiatives and represent Voice & Messaging in cross-functional forums to support alignment and execution.
• Lead recruitment across both the North and South Islands and ensure smooth onboarding by fostering early connections between new hires and team leaders.

Na tōu rourou - what you’ll bring

• Customer Centricity: Deep commitment to delivering great experiences for customers and frontline teams. Unapologetic about getting things done for the benefit of our Customers and People.
• People Leadership: Proven ability to inspire, grow, and empower diverse frontline teams to deliver high performance aligned with company value.
• Cultural Stewardship: Champions a high-performing, inclusive, and service-first culture.
• Operational Excellence: Drives performance, process improvement, and service quality.
• Change Leadership: Ability to navigate and lead others through change, with experience in embedding new ways of working.
• Coaching & Capability Development:  Proficiency in coaching leaders and enhancing their capabilities through structured feedback and mentoring.
• Collaboration:  Excellent communication and collaboration skills, particularly in working across regions and with offshore partner teams.

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• Laptop, unlimited data plan, market leading cell-phone 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!

At One New Zealand, we have a clear purpose to create a better-connected Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.

Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

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

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