Consumer Services Team Leader

Consumer Services Team Leader
East Tamaki, Auckland

At Vitaco, we’re passionate about empowering healthier lives. Our Consumer Services function plays a critical role in building consumer trust, protecting brand credibility and supporting innovation across our health and nutrition portfolio.

We are looking for a Consumer Services Team Leader to provide day-to-day operational leadership of this function, ensuring high-quality, consistent and compliant delivery of consumer advice, feedback and complaints management.

The role
Reporting to the Strategic Innovation Manager, you will lead the operational delivery of Consumer Services, translating the functional plan into effective daily execution. You will oversee workload prioritisation, service standards and team capability, while supporting the implementation of systems, automation and digital tools to enable a scalable, future-ready model.

Key responsibilities include:

• Lead day-to-day Consumer Services operations and workload allocation across channels
• Act as escalation point for complex, sensitive or high-risk enquiries and complaints
• Ensure advice is accurate, consistent and compliant, with full oversight of complaints management
• Identify trends, risks and insights, and communicate to key stakeholders (Marketing, NPD, Quality)
• Lead, coach and develop a team of nutrition and naturopathic specialists
• Support implementation and adoption of systems (e.g. Salesforce, PIM) and automation initiatives
  
• Drive continuous improvement to enhance efficiency, scalability and service quality

  
  

About you

• Tertiary qualification in Nutrition, Naturopathy or related discipline
  
• Experience in consumer-facing technical advice roles (3–5 years)
  
• Experience managing complex enquiries and complaints
  
• Previous leadership or mentoring experience
• Strong judgement, communication and problem-solving capability
  
• Ability to prioritise and perform in a high-volume, fast-paced environment

   

Why join us?
At Vitaco, you’ll join a purpose-driven organisation where Consumer Services directly influences consumer experience, product quality and brand trust. You’ll work with passionate teams across the business and play a key role in shaping a scalable, future-ready service model.