Customer Care Lead

Te Kowhiringa | The Opportunity

We are seeking an experienced Customer Care Lead to join our Enliven team and provide strong operational and people leadership within our Customer Care function.

You will support and supervise a team of Customer Care Coordinators to ensure optimal scheduling practices, effective resource allocation and the delivery of high-quality, client-centered services. You will play a critical role in prioritising services according to client vulnerability, contractual requirements and risk, while ensuring accurate data entry and clear, professional communication with clients, whānau, support workers and key stakeholders.

This role requires someone who can stay calm under pressure, make sound decisions, coach and support staff, identify risks early, escalate concerns appropriately, and follow through on agreed actions. It suits someone who is comfortable balancing people leadership, afterhours escalation support, rostering oversight, ...