Customer Services Manager - Agency

Role Overview

As the Customer Services Manager for Agency, you will play a critical role supporting the Agency Sales team to achieve exceptional outcomes. Leading a dedicated team of Sales Support professionals, you will foster an environment where individuals flourish, operations run efficiently, and sales teams receive the necessary support to excel.

Key Responsibilities

• Lead and motivate your team by fostering a collaborative and positive workplace culture.
• Ensure smooth administrative and coordination processes to free sales teams to focus entirely on client engagement and performance.
• Implement continuous improvements by streamlining workflows and promoting innovative methods of working.
• Establish and maintain strong partnerships with stakeholders and clients, resolving issues swiftly to maintain service excellence.
• Manage recruitment, onboarding, performance reviews, and professional development to nurture team growth.
• Promote the best practices in CRM and business system utilization while encouraging ongoing learning and sharing of knowledge.

Candidate Profile

• Experience in leading or mentoring a customer service, sales support, or administrative team, or readiness to grow into such a leadership role.
• Strong organizational capabilities that enable effective juggling of multiple priorities and timely deadline adherence.
• Outstanding communication skills with confidence in cultivating relationships at all organizational levels.
• A proactive attitude focused on continual improvement and discovering efficient working strategies.
• Highly developed problem-solving abilities with the capacity to handle escalations confidently.
• Proficiency with CRM platforms, Microsoft Office, and other business systems.
• A team-first mindset demonstrated through collaboration and a desire to aid the success of others.
• Adaptability, a positive outlook, and a commitment to lifelong learning and professional growth.

What We Offer

This opportunity allows you to step into a leadership position where your impact will be significant. You will guide a high-achieving, cooperative team, influence a constructive work culture, and help individuals flourish professionally. Concurrently, you will advance your leadership skills and gain insights into commercial operations, stakeholder engagement, process optimization, CRM systems, and multi-disciplinary projects.

You will be part of one of New Zealand’s foremost media companies, surrounded by talented peers and iconic brands, working in a dynamic and innovative setting in a modern office located in Central Auckland. Enjoy comprehensive perks, continued professional development, and the potential to build a fulfilling, enduring career.

Additional Information

Applicants will be asked about their legal rights to work in New Zealand, including citizenship, residency, or visa statuses.

New Zealand Media and Entertainment is a leading integrated media company delivering news and entertainment across radio, digital, and print, connecting with over 3.6 million Kiwis weekly. Its portfolio includes more than 50 of Aotearoa’s acclaimed media brands, supported by specialized professionals across journalism, broadcasting, design, marketing, technology, and commercial operations.

Your determination and enthusiasm are welcomed here. Join us and contribute to a future full of opportunities and growth.