The Opportunity
We are looking for a Team Leader who thrives in the fast lane of customer service – someone who can balance people, performance and purpose with ease. You will be the calm in the storm, the motivator in the morning huddle and the strategist behind the scenes.
As the Customer Service Delivery Team Leader (CSD Team Leader) at Smith&Smith® (Belron NZ), you’ll oversee the day-to-day operations of our customer service team. This includes guiding a team of 10+ Customer Service Representatives, ensuring seamless handling of enquiries, booking appointments, promoting value added products and services, and ensuring the prompt and professional resolution of concerns or complaints. You’ll be at the heart of our operations, ensuring not just efficiency, but making sure our team thrives in a positive and collaborative environment.
Location: Auckland, Mount Wellington OR Napier
Hours: 40 hours across the week
What will you do?
- Lead, coach, and energise a team of customer service stars
- Drive performance through empathy, insight, and action
- Turn KPIs into team wins and customer feedback into gold
- Create a culture where people feel supported, heard, and empowered
- Be the go-to for escalations, solutions, and celebrations
What You Bring:
- Proven leadership in a contact centre or customer-facing environment
- A knack for coaching and developing others
- Cool-headed decision-making under pressure
- A customer-first mindset with a dash of creative problem-solving
Why You’ll Love It Here:
- A team that feels like whānau
- Real opportunities to grow and lead
- A workplace where your ideas matter
- Perks, purpose, and a chance to make a real impact
Additional Benefits:
- A fantastic reward programme - earn vouchers and discounts across 70+ New Zealand businesses – Groceries, Fashion, Health/Beauty, Home/Garden, Entertainment, Travel/Holiday.
- We offer a yearly $200 wellbeing fund to support the cost of a variety of activities or initiatives that help to improve or promote your Wellbeing in some aspect, these include but is not constricted to: Medical/Health related costs, Gym/Team fees, Immunisation/flu shots, Self-development classes, Sports equipment, Dietician, Opticians, Spa Day Visits.
- We offer our new parents 10 days paid leave to spend time attending appointments or just take time out to bond as a new family.
- Volunteering day - We allow time for you to go out and support your community with a day’s leave to contribute to your community is some small way.
- Health cover plan - We also offer a comprehensive wellness programme, including a free day-to-day health cover plan designed by Southern Cross to help you actively take care of your health and keep costs down.
- Career growth - We also offer development opportunities for your career, locally and internationally.
About us – Belron New Zealand (Smith&Smith®, Laser® and Exceed)
Belron® is the world's leading vehicle glass repair and replacement group, operating in 40 countries across 6 continents, and home to 26000 employees.
Our New Zealand operations consist of three well-respected brands in the market being Smith&Smith®, Laser® and Exceed. Smith&Smith® is New Zealand’s leading Automotive Vehicle Glass Repair and Replacement specialist; Laser is New Zealand’s leading Plumbing and Electrical brand and Exceed is a leader in repairing door and window hardware.
At Belron New Zealand, you'll find a supportive atmosphere that encourages professional growth and values diversity. We believe in recognising and rewarding the contributions of our team members, offering competitive pay rates, comprehensive benefits, and ongoing opportunities for development. We also take our role in society seriously and are proud to have been awarded a Gold 2023 EcoVadis Sustainability Rating for the third consecutive year – putting us in the top 5% of global companies for social, environmental, and ethical performance.
If you’re interested in learning more or want to apply for the role, click Apply Now.
