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1 POSITION DESCRIPTION Position Title: Reports To: Location Date: Enable Overview Customer Service Team Leader GM Customer Service Christchurch Enable is a partnership between Crown Fibre Holdings Limited and Christchurch City owned Enable Services Limited to build and operate the ultra-fast broadband (UFB) network for Christchurch and surrounding centres. It will deliver fibre broadband services to up to 180,000 homes, schools and businesses in Christchurch, Rangiora, Kaiapoi, Woodend, Lincoln, Prebbleton and Rolleston. Enable s fibre broadband will play a vital role as Christchurch rebuilds it will sit at the heart of our vision for a 21st century city. It will generate new industry, provide unprecedented access to global markets and services for local businesses, and enable the people of Christchurch to connect with each other in exciting new ways. More information about Enable is available from enable.net.nz. Primary Function of the Role: Key Relationships: To provide day to day leadership and management of the Customer Service team by providing support and guidance to ensure effective service delivery, order processing and call taking. The key focus of the Customer Service team is providing leadership support to the sales team and processing customer inquiries and orders in an accurate, timely, efficient and professional manner. At times this role may also cover for the other Team Leader role or GM Customer Services when required. The role requires close working relationships with the following stakeholders: Within Enable Customer Service Operational Support Network Service Managers Account Managers Major External Contacts: Customers Contractors

2 Christchurch City Council Key Dimensions of the Role: Direct reports: Approximately direct reports. Decision Making Authority Recommendations Expected: Staffing levels Training needs Process improvements Issues outside of defined responsibilities Business Outcome Key Responsibilities KPI Lead and Manage the Customer Service Team Create a performance focused culture through personal leadership, teamwork and the development of individual accountability for performance where customers are top of mind across the Customer Services function. Ensure appropriate people development processes are in place to facilitate growth and development of employees and where employee input is encouraged and differences are resolved constructively. Manage the training and retention of team members. Effectively lead and manage the Customer Service Team by the provision of day-to-day supervision and workflow guidance to the Customer Services Team. Day-to-day management of the customer service team, systems, processes and reports. Actively manage team members performance Manage any performance / interpersonal issues. Encourage and support continuous improvement initiatives across the team. Support the team in processing customer orders including the provision of effective customer communication. Liaising with Network Service Managers, Account Managers Finance and team members to identify opportunities for continuous improvement across the business. Liaising with third party contractors and RSP customers to represent Enable at an operational level. Actively demonstrates the behaviours that support the Enable values Performance reviews are completed quarterly for all team members Undertakes monthly 1:1 meetings with all team members All team members have Personal Development Plans in place by the end of Q2 Works collaboratively with the other Team Leader and Operational Support person, operating as a leadership team to support the GM Customer Service Manages nonperformance in accordance with Enable policy. Customer Service process management and analysis Ensuring the monitoring, review, analysis and reporting by utilising business reporting systems, including: Provision of daily, weekly and monthly status reporting to GM CS

3 Appropriate metrics for employee performance and team performance are captured, actioned and reported. Customer trends are captured and reported to the relevant sales management staff. Work with teams cross-functionally to make recommendations and take action upon trends and information resulting from Customer Services reports and analysis. Courteous handling of all internal/external customer enquiries and requests. Providing information and action requests in a timely and complete manner. Active monitoring of real time performance data to respond to customer demand Provides reporting and information to other business units and Enable management on request Process re-design and Continuous Improvement Work with the Customer Service Operational Support role to deliver business process changes within the Customer Service team to simplify steps, reduce time and waste, better utilize the team members, create a learning environment, and capture information to improve management decision making and service to customers. To represent the voice of the customer and the Customer Services team Lead and implement cross functional change to improve customer services. Introduce practices of frequent review of customer issues to find common trends or endemic issues which are continuously impacting customer satisfaction. Investigate and resolve customer complaints, and work with other business units to identify and eliminate root causes. Demonstrated improvement in efficiency and effectiveness across the functions of the Customer Service team. Provide an effective customer service Courteous handling of internal/external customer enquiries and requests, including price enquiries, product availability, technical advice, delivery advice, and complaints. Providing information and action requests in a timely and complete manner. Providing leadership to the Customer Services team Providing afterhours support for urgent matters on a rostered basis. Demonstrates excellence in customer service and leads by example Provides coaching and support to CSR s to assist with resolving customer issues and complaints This position description is not intended to be a complete or limiting description of the functions that may reasonably be requested to undertake. Key Challenges for the Position: Lead the team through change Move the team from operating as tactical executors to problem solvers Developing effective cross functional relationships / forums where appropriate

4 Other Relevant Information: Health and Safety: Provide leadership and direction in matters relating to health and safety by implementing and improving Enable's health and safety management system. Demonstrate a commitment to continually improving health and safety performance. Allocate the necessary human and financial resources to achieve strategic goals. Deliver individual and team EHS performance objectives and targets to continually improve our EHS performance in in pursuit of our vision of zero harm to people and the environment Leadership: Lead and motivate the team to ensure optimal performance and the achievement of overall business objectives Create a high performance focused culture through personal leadership, teamwork and the development of individual accountability for performance Foster open and positive culture where employee input is encouraged and differences are resolved constructively Ensure appropriate people development processes are in place to facilitate growth and development of employees Maintain a positive and committed team through the implementation of HR policies, performance management, effective communication, and employee recognition Ensure the maintenance of appropriate professional ethics, knowledge and standards within the team Continuous Improvement: To participate enthusiastically and positively in process improvement initiatives formed as part of all quality improvement strategies to improve efficiencies within the Enable team by adopting and supporting the continuous improvement philosophy that results is: Over achievement of operational KPIs. Cost reduction. Quality improvement. Improved internal communication. Streamlining of Process and Systems. Ownership of product and processes. Statutory / Compliance Responsibilities Safeguard Enable from legal/reputation risk by complying with all relevant statutory, regulatory, contractual and legal requirements and standards. Comply with all of Enable s requirements and policies including the enforcement of internal controls and delegated authority rules. Know and monitor compliance and advise the CEO and General Counsel on any risk and ensure agreed mitigation plans are in place and actioned.

5 ACCEPTANCE: I have read and understood the above position description and accept all the responsibilities incorporated hereon in. Name and Signature: Date:

6 Person Specification Formal Education: Specialist Training and Experience: Specific Knowledge, Skills and Attributes: Prior experience as Customer Service Team Leader (minimum of two years) Training in people management Strong coaching ability Conflict management skills Leadership / ability to build a team Some experience in leading teams through significant change An understanding of Customer management practices and procedures An understanding of process and systems development A well-developed knowledge of spread-sheeting and word processing Ability to work in a team to achieve objectives Value Behaviours expected when working for Enable: Living a common set of value-based principles that define the behaviors of all employees in a performance-driven culture. Honest We promote open and honest relationships within the business, and in all interactions with customers, partners and other stakeholders. Demonstrate a high level of integrity and honesty by treating people with respect, acknowledging expertise and capability, taking ownership of problems and committing to achieving the best results. Customer Driven - Our actions showcase our commitment and resolve for delivering the best results for our customers. Understand the customer needs, position these needs above all else, be nimble and responsive to deliver on them. United - We are focused on working towards a common outcome as a team, as a business, as partners, as an industry, as a city and as a country Understand that we will deliver better outcomes if we work together, and help others contribute their best by being collaborative, supportive, open and transparent. Excellent - We will set a new standard as a telecommunications network provider from network build and management, through health and safety, to customer service. Showcase our combined knowledge, experience and ingenuity in all facets of our business, and use our unrivalled expertise to challenge the conventional wisdom in delivering better outcomes.

7 Inspiring - We recognise the opportunity and are excited to be part of a once in 100 year project. Inspire ourselves and others (workmates, partners, family and friends) with what we are doing and use this vision to stay positive and have fun addressing challenges along the way.