Kaiwhakahaere | Team Leader Customer Support Administrator

• 12 months fixed term contract covering parental leave
• Wellington CBD location, office-based position
• Flexible working – work from home two days per week

Ko wai tātau | Who are we:

Matatū Aotearoa | Teaching Council of Aotearoa New Zealand is the professional body for kaiako | teachers and provides direction for the teaching profession from early childhood education through primary and secondary schooling in English and Māori medium settings.  Matatū Aotearoa is a values-based organisation that honours Te Tiriti o Waitangi.

We are committed to lifting the status and mana of the teaching profession, learning collaboratively with kaiako | teachers, supporting quality leadership, and teaching, and strengthening the regulatory and disciplinary framework for the profession in a fit for purpose way.

Our tari is located in Wellington CBD close to the Railway Station where you will see some of the best views in Te Whanganui-a-Tara!  We offer kaimahi opportunities for professional development and career growth within a supportive work environment.

Mō te tūranga | About the role: 

In the Kaiwhakahaere Aroākapa | Team Leader Customer Support Administrator position, you will be responsible for managing, coaching and supporting a team of eight Customer Support Administrators who provide customer service to teachers, professional leaders and the public through our Contact Centre.

Some key duties of this position include ensuring team members meet established KPI and performance targets, employee rostering is monitored and effectively balances call and non-call work across the team and ensuring the team complies policies and processes.  You will also be the escalation point for complex queries and questions.

He kōrero e pā ana ki i a koe | About you: 

The ideal candidate will be an experienced team leader who comes from a call centre background, has excellent communication skills and the ability to build relationships with a diverse range of people.  This position will suit someone who has a genuine passion for helping others and is adaptable to change.  You will also need to be highly organised and enjoy problem solving within a busy environment.

To be considered for this opportunity, you will ideally come with the following attributes:

• 2 years of experience leading teams and effectively managing people in a fast-moving, high-volume environment
• Strong competency of tikanga, te ao Māori, Te Tiriti o Waitangi principles and te reo Māori would be an advantage
• 3 - 5 years of experience in a customer service environment
• Energy, a positive outlook, and the desire to be part of a highly engaged team 
• Experience using different application packages such as MS Office, Database applications, Unified communication applications
• Experience using market leading Customer Relationship Management (CRM) application(s).

Ka pēhea koe ka tono mai l How to apply: 

If you would like to apply for this position, please hit apply now.  Please also submit a recent CV and a brief cover letter outlining why you are applying for this position.

Applications close at 5pm on Wednesday 30 April 2025.  For any inquiries, please send an email to: peopleandculture@teachingcouncil.nz

Please note that to apply for this role you must live in New Zealand and have the legal right to work in New Zealand.   Successful appointment is conditional upon criminal record check, reference checks and psychometric testing.