Customer Insights Specialist

Air New Zealand

Auckland
Permanent
Full-time

18 days ago

Kia ora!After recently being voted as New Zealand's most attractive employer, Air New Zealand is continually capturing the world's attention for its great culture, outstanding customer service and innovations that are truly cutting edge. Grow your passion & reach your full potential, with the support of our whānau!About the roleTo drive the customer experience deliverables through leveraging feedback and information to create an optimal customer journey for each key component of the Contact Centre experience.Key Responsibilities:

Contribute to the leadership of the team by providing day to day supervision, guidance and advice to ensure the development and maintenance of a High Performance environment and compliance with business requirements, regulations and standards.
Effectively coach and support Team Leaders to increase the effectiveness and efficiency of quality assurance with a focus on maximising revenue, and delivering outstanding customer service and culture.
Monitor call marking for accuracy of information and call handling standards and record evaluations to ensure that consultants are delivering a high level of customer service and accurate solutions to customers.
Assist by working with the culture Lead on the delivery of the surveys and evaluating customer feedback to ensure accurate data is available for training and a high level of customer service is provided.
Actively ensure the safety and security of all people, assets, systems and procedures under own control or influence to ensure compliance with safe operating practices, company policies and all regulations.

Skills:

Prior supervisory or leadership experience.
Proven ability to achieve and maintain departmental quality standards.
Professional demeanour, dependable, and able to maintain confidential information.
Commitment to the value of teamwork and sharing of information and experience and an ability to contribute constructively to the overall change process the company is working through.

Why Air New Zealand?

Unique staff travel benefits - Our people enjoy generous travel discounts on all Air New Zealand flights and can access standby travel on lots of other international airlines. Staff Travel can be shared with friends and family too.
Growth and development opportunities - We want everyone to reach their full potential. The way we work means people learn and grow faster while making a greater impact for our customers and people.
Health and wellbeing support - We care about the wellbeing of our people and aim to support the mental and physical wellbeing of everyone, no matter whether they're struggling and not at their best, just going ok or thriving. Our Wellbeing Hub is a great source of wellbeing information, tools and resources, and we also have our Employee Assistance Programme (EAP), Peer Support networks and other support offerings for our people

D&I statement and Maori proverbAt Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset - because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles.Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina. "Seek to bring distant horizons closer. Once near, seize them and make them your reality."At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset - because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina. "Seek to bring distant horizons closer. Once near, seize them and make them your reality."Recruiter details:
Olivia Browne
olivia.browne@airnz.co.nzClosing 06 May 2024 23:55Job DetailsReference # JR20029
Posted on 10 Apr 2024
Closes on 06 May 2024 23:55
Location(s) Auckland
Expertise Communications
Work type(s) Permanent
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Air New Zealand

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