Career Opportunities: National Customer Service Manager (16287)

Requisition ID 16287 - Posted  - New Zealand Couriers - National Sales - CC - National Sales - Customer Care - Head Office - Permanent Full Time - Call Centre/ Customer service - New Zealand - Auckland - Auckland City

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About New Zealand Couriers

New Zealand Couriers have been helping Kiwis get their deliveries sorted since 1964. We are a nationwide team of over 1,100 people and we deliver tens of millions of parcels a year. We are committed, we know our stuff and we’re proud to serve the communities we work in.

As the flagship brand in the Freightways Group, we have enjoyed strong growth over recent years, and we’re looking for a highly capable National Customer Service Manager to shape and elevate our customer service approach across the country.

About the Role

This is a unique opportunity to make a national impact without direct line management, focusing on strategy, coaching, and influencing outcomes across a distributed network.

You will be responsible for defining and embedding a best-in-class customer service strategy across the business. Working closely with branch teams, operations, and sales, you’ll lift capability, drive consistency, and improve the end-to-end customer experience.

You’ll act as a subject matter expert and trusted advisor, using data, insights, and strong relationships to influence performance and deliver measurable improvements.

Key Responsibilities

• Develop and implement a national customer service strategy aligned to business goals
• Establish and embed best practice processes, standards, and frameworks
• Coach and mentor branch-based customer service teams and leaders
• Use data and insights to identify trends, gaps, and opportunities for improvement
• Influence stakeholders across the business to drive a consistent, customer-first approach
• Lead continuous improvement initiatives to enhance efficiency and service quality
• Partner with operations and sales to resolve systemic issues and improve customer outcomes
• Champion the voice of the customer at a national level

About You

You’re a strategic thinker who knows how to get things done through influence. You’re comfortable operating without direct authority and have a proven ability to lift performance across diverse teams.

You will bring:

• Significant experience in customer service leadership, CX, or service excellence roles
• Proven ability to influence, coach, and drive change across multi-site or national environments
• Strong understanding of customer service frameworks, process improvement, and best practice
• A data-driven mindset with the ability to translate insights into action
• Excellent stakeholder management and communication skills
• Experience in logistics, transport, or a fast-paced service environment
• High levels of initiative, resilience, and credibility

What We Offer

• A nationally impactful role within a market-leading New Zealand business
• The opportunity to shape customer service strategy and capability
• A collaborative and supportive leadership environment
• Career progression opportunities within the Freightways Group

If you’re ready to influence at scale and help define the future of customer experience at New Zealand Couriers, apply now with your CV and cover letter.

The successful applicant must have New Zealand working rights and will need to undergo a criminal history check and pre-employment drug test.

We encourage you to apply early as we will be reviewing applications regularly and may close the advertisement early.

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