Are you ready to step into a key leadership role? We are currently looking for a National Customer Service Lead at Allpress Espresso.
About us
At Allpress we’re a team of dedicated people who care about each other, our customers and believe in what we do. We’re espresso specialists, roasting and serving beautiful coffee in New Zealand, Australia, UK, Japan and Singapore.
About the role
We have an exciting new opportunity for a superstar to lead our Customer Service team at Allpress Espresso. Building great relationships while providing the best coffee is the backbone of Allpress and our Customer Service team play a key part in this as they are the first point of contact for our Allpress community.
This is a key leadership role where you’ll manage customer service operations across all regions and brands. You’ll work closely with team leaders, support staff, and internal departments to make sure our service stays consistent, efficient, and customer-focused — no matter where our clients are located.
You will be responsible to lead, develop and motivate a high performing Customer Service team to achieve and exceed all goals and look for ways to continuously improve the Allpress Espresso Customer Service experience and build strong relationships with all stakeholders.
Key Responsobilities:
Lead and support customer service teams across the country and brands, with a focus on consistency, responsiveness, and quality.
Train, mentor, and support team leaders and team members to grow their skills and confidence.
Ensure service policies and processes are standardized, documented, and adhered to across all locations and brands.
Monitor service performance. customer feedback and look for ways to improve.
Help resolve escalated customer issues with a calm, solutions-focused approach.
Work closely with sales, supply chain, technical, and marketing teams to ensure a smooth customer experience from start to finish.
Develop and implement national customer service strategies that align with business objectives and brand values.
Participate as part of the NZ Leadership team at a strategic and commercial level.
If this sounds like you, here are a few things that would make you the idea candidate for us…
Proven experience in a senior customer service leadership role, ideally across multiple regions and brands.
Strong leadership and people management skills with the ability to inspire and develop high-performing teams.
High attention to detail, an expert in data entry and an ability to troubleshoot.
A professional and friendly phone manner.
Excellent communication skills, both written and verbal, including conflict resolution.
Ability to prioritise and handle several things on the go.
Proven record in stakeholder management.
Experience in implementing service strategies and CRM systems.
Who doesn’t love a perk!
Drink as much free coffee as you like at work
250g of beans to take home weekly in addition to online staff discounts for our products
Discounted meals and offerings at our Café
A $200.00 wellbeing allowance
A free and confidential Employee Assistance Program
Career development
A great company culture with breakfast clubs, Friday drinks, and events
A beautiful Freemans Bay office where the view from your desk is of our bustling Roastery
Diversity at Allpress
Allpress is committed to being an inclusive organisation where all people feel valued, respected, and engaged.
We pledge a commitment to:
Building an inclusive team and community who represent all groups in society.
Empowering our people to continuously improve the way we work and promote equity.
Removing barriers and the influence of bias.
Creating a safe environment where we’re encouraged to speak out against discrimination in any form.
Cultivating a sense of belonging by encouraging our people to fearlessly bring their whole selves to work.