Job Category: Call Centre and Customer Service
Make an impact in this newly created role Implement an organisation-wide approach to customer support Lead a small team of professionals Waitaha - our Canterbury region - is like no other and we are proud to call it home. We are privileged to be working with Nga Papatipu Runanga, stakeholders, and our wider community to protect our environment, including water, land, and air through regulation and planning. As a Regional Council we're responsible for flood protection, public transport, civil defence, and more.
Together we're taking action to shape a thriving and resilient Canterbury, now and for future generations. Toitu te marae o Tane, toitu te marae o Tangaroa, toitu te tangata, If the land is well and the sea is well, the people will thrive.
Leading the newly formed Customer Support team to introduce and develop organisation-wide customer support systems to manage and respond to information requests, complaints, and feedback.
Collecting data and intel from customers will inform the other aspect of the role: communicating and influencing within the organisation to address areas where improved customer service can prevent complaints and provide a better outcome for the customer and the Waitaha environment.
This role requires:
Experience working in a customer-centric role Systems thinking, that can contribute to the development of an overarching Customer Experience framework Design of the customer support areas of work Ability to translate the system design into work processes Provide support and education to other team leaders and staff Ideally, you'll be tertiary qualified in project management, business, or communications and engagement , and have at least four years' experience in a leadership role. As an excellent communicator, and natural collaborator, you are comfortable operating in a 'start-up' environment.
More about you:
Effective people coach, with the ability to build engagement across diverse groups Appetite for innovation and identifying improvement opportunities History of working across teams, and leading the development of new processes and systems across a complex organisation Understanding of the requirements of the Official Information Act (OIA) or Local Government Official Information and Meetings Act (LGOIMA) would be an advantage. Our values underpin everything we do. We understand and embrace a diverse workforce; this diversity will enable us to better serve our people, our community, and our greatest taonga, the environment. We value everyone's contribution, diverse thinking, and skills.
We're on a journey to become a treaty partner of excellence, including incorporating te ao Maori into our work. We offer supportive opportunities to develop capability in this area and encourage our people to use kaupapa Maori, matauranga Maori, and te reo Maori in our daily work. We welcome you with an open heart & mind, wherever you are on your personal te ao Maori journey.
For a confidential chat about this role, please contact Chris Eccleston on 027 562 2492.
To find out more about us and the mahi we do - click here .
Applications close on Sunday, 28 April. We encourage you to apply early, we will review applications as we receive them and reserve the right to close the advertising early.
Short-listed candidates will be required to complete an interview process, reference checks, and a criminal check. Further background checking will be required when relevant to the role.
#J-18808-Ljbffr
