Customer Service Manager
Job Type: Full-time, Permanent
Daat Ltd is a growing New Zealand insurance advisory business providing tailored life, health and business insurance solutions. We are looking for an experienced Customer Service Manager to lead our customer service function, manage a high-performing team, and ensure excellent service delivery to our clients.You will be handling our clients based across New Zealand.
This role suited to someone with a Service-to-Sales ideology who enjoys building strong customer relationships and improving systems in a professional services environment.
About the Role
You will organise and control day-to-day customer service operations, develop and review service policies and procedures, and ensure efficient handling of client enquiries and requests. You will lead and develop a customer service team while working closely with management to drive service quality and business growth.
Key Responsibilities- Lead and improve customer service operations, including developing and reviewing service policies, procedures and standards
- Ensure operational efficiency in managing enquiries and service requests, including prioritisation and escalation management
- Manage, motivate and develop admin staff, including coaching and performance feedback
- Maintain strong client relationships and ensure customer expectations are met through proactive communication
- Plan and implement follow-up processes to monitor customer satisfaction and improve services
- Liaise with internal teams to support smooth service delivery and business objectives
- Maintain accurate records in line with compliance and audit requirements
- Identify opportunities to improve customer retention and support business growth
- Uphold professional, privacy and compliance standards
- At least 3 years’ experience in customer service and client operations management OR a Tertiary Qualification in Business or Management.
- Strong communication and relationship-building skills
- Excellent organisational and problem-solving ability
- Customer-focused approach with sound professional judgement
- Experience in insurance or financial services is an advantage (not mandatory)
- Competitive salary of $35 per hour
- Supportive and collaborative team environment
- Professional development opportunities
- Minimum hours per week:30 hours
- Maximum hours (during busy periods): 40 hours
You must: Be able to pass pre-employment drug testing
Have a clean police recordHave 2 work-related references
Applicants for this position must have NZ residency
Apply now with your CV and a short cover letter outlining your relevant experience.
Applications will be reviewed as received