Customer Support Manager

Customer Support Manager- Wellington

ECL Group:

At ECL we enable the connections that keep New Zealand moving. We are New Zealands oldest most reliable and trusted infrastructure services business.

Founded in 1957 we install maintain protect and repair New Zealands critical infrastructure. Thats the stuff that keeps us moving and connected with the stuff that fuels our lives Fuel Technology EV charge solutions we all count on every day.

Our 300 staff are in 19 locations covering everywhere kiwis live providing support 24 hours a day all year round. Our customers represent some of New Zealands largest and most iconic brands; Z Energy BP Exxon Mobil Foodstuffs G.A.S Woolworths and NZ Post.

About the role:

We are looking for an experiencedCustomer Support Managerto take charge of our Helpdesk operations. This role will work closely with and support two Team Leaders guiding them to achieve excellence in service delivery. You will be responsible for ensuring that our Helpdesk team meets agreed service levels delivers high-quality outcomes for our customers and operates efficiently as a 24/7 365-day service.

• In this role you will be coaching and mentoring the Team Leaders ensuring that they have the tools resources and support they need to lead their teams effectively.
• You will monitor service levels and workflows manage resourcing to match peaks and troughs in demand and address escalated issues with a calm and solution-focused approach.
• You will take ownership of rostering leave approvals recruitment training and development always striving to build a team that is engaged capable and delivering their best.
• You will also play a key role in maintaining strong relationships with our clients and internal stakeholders. This means understanding the needs of our customers addressing their concerns promptly and ensuring that every interaction reflects the high standards ECL Group is known for.

About you:

• To succeed in this position you will bring proven leadership experience in a customer support helpdesk or contact centre environment.
• You will have strong people management skills with the ability to coach motivate and hold teams accountable.
• Your communication skills will allow you to build rapport quickly and work collaboratively across the business.
• You will be highly organised able to juggle multiple priorities and committed to meeting both service and quality targets.
• Proficiency with Microsoft O365 will be important along with a proactive and solutions-driven mindset.
• If you are an energetic organised and people-focused leader who enjoys making a difference every day
• Motivate and empower your team to own their development and deliver excellence
• Communicate clearly and with empathy building relationships across the business
• Make confident decisions resolve conflicts and adapt to change with resilience
• Live the values of integrity safety innovation and quality delivery
• Lead by example setting standards and sharing knowledge to raise the bar

What We Offer:

We offer a competitive salary and the opportunity to be part of a friendly high-performing team that makes a difference every day. ECL Group provides great career development opportunities a strong focus on employee wellbeing and a positive safety-first workplace culture.

Ready to Apply

We encourage you to apply for this role even if you dont tick every box. Research shows that some candidates hesitate if they dont meet every requirementlets change that. At ECL Group we value diversity and inclusion and welcome applications from people of all backgrounds.

If youre a dependable and adaptable team player with a passion for delivering quality outcomes wed love to hear from you. Clickand take the next step in your career with ECL Group.

For a confidential chat contact our Talent Acquisition Partner phoneChloe Stensonon
.

Required Experience:

Manager