Customer Care Lead

Opportunity

Presbyterian Support Northern is hiring an experienced Customer Care Lead to join its Enliven team. The role is focused on operational coordination and people leadership across the Customer Care function.

What you will do

You will guide and oversee a team of Customer Care Coordinators, helping ensure schedules are planned effectively, resources are assigned appropriately, and clients receive responsive, high-quality support. The position also involves prioritising work based on client vulnerability, contractual obligations, and risk, while maintaining accurate records and clear communication with clients, whānau, support workers, and other stakeholders.

The role suits someone who can stay composed in pressured situations, make practical decisions, coach team members, spot risks early, escalate issues when needed, and complete agreed actions through to resolution. It combines people leadership, after-hours escalation support, rostering oversight, capacity management, stakeholder communication, and ownership of an area/workgroup.

Working days and hours

This is a set-hours role: Wednesday to Friday from 10:00am to 6:30pm, and Saturday and Sunday from 9:00am to 5:30pm.

Skills and experience

• A minimum of 4 years of relevant experience, including experience leading and managing people
• Experience in a call centre setting is an advantage
• Strong capability to work effectively in a culturally diverse environment
• Excellent phone-based communication skills and the ability to work well with a broad range of stakeholders
• Strong written communication and report-writing ability
• Confident computer use, including client management systems and Microsoft Office
• Proven problem-solving skills and the ability to remain effective under pressure
• Experience developing and sustaining strong working relationships

About the organisation

Presbyterian Support Northern works to help people take part in their communities and live well. Its team of more than 900 people operates from Taupō to Whangārei, delivering important health and social services through Enliven, Family Works, Lifeline, and Shine.

The organisation is guided by its purpose of enabling clients to have a better life, and by its values of Hope, Trust & Integrity, Compassion, Partnership, and Tangata Whenua.

What working here offers

The organisation says it is committed to an inclusive workplace where people feel valued for their contribution. It is a dementia friendly organisation, a DVFREE Tick Accredited employer, a member of Te Uru Tāngata Centre for Workplace Inclusion, and a member of the Pride Pledge.

• Counselling and support through the Employee Assistance Programme
• Wellbeing support and resources for you and your whānau
• Discounts on a range of services and products through the BOOST programme
• A reward for each successful referral of a friend or family member to work for PSN
• Formal long-service recognition from five years onwards
• KiwiSaver contributions on top of base salary
• The option to buy up to 10 extra days of annual leave each year

Additional information

If you have questions or would like a copy of the role profile, you can contact [email protected].