Capability Development Coach

Roles in Auckland and Christchurch
Bring your strong skills and experience to the team, in particular in Investigate and Enquire

Kōrero mō te tūranga – About the role

We are looking for two (2) new Capability Development Coaches to join our Capability and Operational Excellence Team on a permanent basis.

In this role you'll help to elevate the performance and proficiency of both new and existing team members within the Customer Service area by providing tailored learning and coaching, fostering skill development, and ensuring seamless integration, resulting in a team of confident, empowered, and continuously improving customer service professionals.

You'll do this through:

Providing coaching and guidance to both new and existing team members , including facilitating onboarding sessions
Creating lesson plans, goals, activities and resources to help build skill development within our customer service team members
Identifying areas for improvement within teams through observation, activities and assessments
Collaborating with key stakeholders to identify problem areas or skills gaps and creating a plan to address these through tailored coaching plans
Maintaining accurate records around coaching sessions, performance assessments and individuals progress. Through these records then creating reports to track trends and developments, continuously assessing what's working and what's not

Important to note with this role that there may be some travel required and so you need to be in a position to be able to do so. Also your reliability is crucial. Even though, as a specialist, you're not constrained by a set schedule, we heavily depend on your commitment to our training plan, requiring your availability at work, fully focused and ready to engage without distractions. Flexibility is essential, as some days may extend longer than others.

Mōu - About you

As a coach, it is important that you are seen as a role model in all aspects, including your technical ability. You'll have proven experience in the Customer Service role, but more importantly you'll have demonstrated experience in delivering learning & development programmes.

You'll understand what motivates and drives people to learn and how to tap into that and get them engaged in the coaching process to ensure continued success.

You'll combine that with

Excellent communication skills including the ability to convey complex concepts in a clear and understandable manner
The ability to provide constructive feedback and encouragement
A strong customer-centric mindset with the ability to align coaching strategies with customer needs
Capacity to adjust coaching approaches based on evolving organisational goals
Familiarity with key performance indicators (KPIs) relevant to customer service and operational efficiency
An empathetic approach to understanding the challenges faced by developing individuals and teams

Naturally you'll possess patience and the ability to guide individuals through the learning processes, as well as capacity to meet deadlines alongside delivering quality coaching session.

Hiahia? - Interested?

If this sounds like your next career move within NZ Post, apply today, or to find out the full requirements of the role please download the JD available via the NZ Post intranet. If you require additional information, contact Michele Christie (Talent Acquisition Specialist) on 022 087 5195

Applications for this position close on Tuesday 26 November 2024

All applicants will also be required to provide proof of their eligibility to work in New Zealand. Appointees will be subject to a security and credit check and may be required to undertake a drug test.

There's something really special about being part of the team here at NZ Post - Tukurau Aotearoa, who we are and what we stand for is grounded in our values.

We are proud to be Rainbow Tick certified and recognise the diversity and uniqueness of our workforce and reaffirm our commitment to create a safe and inclusive environment for everyone.