Customer Support (NZ Police BAS)

Customer Support (NZ Police BAS)

North Shore, Full Time

Please Quote Reference Number 12651

Monday - Friday 8:30am - 5pm

Be part of a growing and friendly dynamic team

Competitive salary package on offer

Are you a calm, professional, and detail-focused individual with a passion for delivering exceptional customer service? Join Tactical Solutions as a Customer Support Specialist supporting the operational needs of New Zealand Police under our Body Armour Systems (BAS) Services Contract.

This full-time position is based in our Auckland office and plays a critical role in delivering frontline and behind-the-scenes support to NZ Police officers nationwide.

About the Role

As part of our BAS Services team, you'll be the first point of contact for officers seeking support for their issued body armour equipment. Your role is pivotal in ensuring enquiries are resolved efficiently, systems are kept up to date, and contractual service levels are maintained.

You'll operate across four key workstreams:

BAS General Support
BAS Lifecycle Management
BAS Replacement Management
BAS Entitlement Management

Key Responsibilities:

General BAS Support
- Respond to phone and email enquiries within a 24-hour KPI timeframe.
- Engage face-to-face with NZ Police officers at the front counter as required.
- Log support tickets, sales orders, return authorities, and Measure & Fit bookings in the Asset Management System.
- Monitor ticket status and advise supervisors of any overdue tasks.
- Participate in regular operations meetings with NZ Police and internal teams.
Lifecycle Management
- Manage and monitor our automated product lifecycle management tool, ensuring requests and processed in line with KPI requirements
Replacement Management
- Manage officer replacement requests, liaise to determine reasons, and ensure accurate processing of tickets, orders, and returns.
Entitlement Management
- Monitor and report on progress of entitlement workstreams
- Update entitlements and maintain accurate data entries for orders and returns.

What You'll Bring

We're looking for someone with strong interpersonal skills, a high level of professionalism, and the ability to stay composed under pressure. You will need to be equally confident working independently and collaboratively across teams within Tactical. You'll also need to liaise and communicate effectively at all levels of NZ Police, both frontline and within management.

Key Attributes:

Excellent attention to detail and organisational skills.
Clear and articulate verbal and written communication.
Friendly, positive, and professional presentation.
Ability to manage competing priorities calmly and effectively.
A strong sense of ownership and accountability.
Proactive and adaptable to change.
Skilled in consulting with internal and external stakeholders.

Key Relationships

You'll report to the BAS Operations Manager and work closely with:

BAS Operations Analyst Manager
Measure & Fit Supervisor and Technicians
Warehouse Operators
IT Department

Why Tactical Solutions?

Tactical Solutions is a trusted partner of NZ Police, committed to delivering high-quality operational support through innovative technology and excellent service. As part of our BAS Services team, you'll play a meaningful role in ensuring officer safety and operational readiness.

Ready to make a difference?

Apply now to be part of a professional, purpose-driven team that supports frontline police officers across Aotearoa. A competitive salary package and access to discounted company product lines are part of the deal.

Please Quote Reference Number 12651