Customer Service and Sales Team Leader (NEW ZEALAND)
Lead people. Drive performance. Deliver exceptional journeys | Permanent Full Time | 37.5
At Jetpets, we're more than Australia's and New Zealand's leading pet transport specialists. Every day, we help thousands of pets safely travel across the country and around the world. Behind every journey is an exceptional team of people who deliver outstanding customer service, operational excellence, safety, compliance and animal welfare.
As we continue to grow, we're looking for an experienced Customer Service and Sales Team Leader to lead, coach and develop our Pet Travel Consultants, while driving high standards of performance, customer experience and operational excellence, based in the Airport Precinct.
About the Role
Reporting to the National Manager, you'll play a key role in leading our Pet Travel Consultants and ensuring the team has the support, coaching and direction they need to succeed.
You'll be responsible for creating a high-performing and engaged team environment, driving individual and team performance, and ensuring our customers receive the exceptional level of service Jetpets is known for.
This is a hands-on leadership role that combines people leadership, growth and development, customer experience and operational oversight. You'll work closely with your team and internal stakeholders to identify opportunities, resolve challenges and continuously improve the way we work.
You'll also play an important role in supporting the team through complex international and domestic pet travel requirements, ensuring processes, documentation and compliance standards are consistently followed.
What You'll Be Doing
Lead, coach and develop a team of Pet Travel Consultants to achieve strong customer, commercial and operational outcomes.
Set clear expectations and drive individual and team performance against agreed KPIs.
Build a positive, accountable and high-performing team culture.
Provide regular coaching, feedback and support to develop capability and confidence across the team.
Monitor team workflows, call queues, follow-ups and quote pipelines to maintain service levels and customer experience.
Oversee quality assurance activities, including live and recorded call reviews, and identify opportunities for improvement.
Manage customer escalations, complaints and complex operational matters through to resolution.
Support the team to navigate complex domestic and international pet transport requirements.
Liaise with airlines, overseas agents and relevant government and regulatory bodies where required.
Ensure systems, documentation, processes and compliance requirements are followed accurately and consistently.
Identify and implement opportunities to improve team performance, customer experience and operational efficiency.
Provide regular performance reporting, insights and recommendations to senior leadership.
What We're Looking For
You may come from a travel, freight, logistics, customer service or other operational leadership environment.
You'll bring:
Proven experience leading, coaching and developing a customer-focused team.
Strong people leadership skills and a genuine interest in helping others succeed.
Experience driving team performance against sales, service, quality or operational KPIs.
Confidence managing performance, providing constructive feedback and having difficult conversations when required.
Strong problem-solving skills and the ability to remain calm and solutions-focused when managing complex situations.
A customer-first mindset and commitment to delivering high-quality service.
Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.
Excellent communication and influencing skills.
A strong understanding of operational processes, quality and compliance requirements.
Experience in travel, freight, logistics or international operations will be highly regarded, as will familiarity with airline, import/export, quarantine or government processes.
Why Join Jetpets?
Lead a passionate team in a unique and rewarding industry.
Make a genuine impact on team performance, customer experience and business outcomes.
Help develop and grow people within a supportive and values-driven environment.
Contribute to industry-leading standards in animal welfare, safety and customer experience.
Be part of an organisation where Happy Pets, Happy Customers & Happy People is at the heart of what we do.
If you're a people-focused leader who enjoys developing others, driving performance and creating exceptional customer experiences, we'd love to hear from you.
Apply now and help us deliver happy journeys for pets and their people – every decision, every action, every day.