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Mātanga ā-mahi

4 months ago

Wellington, Wellington, New Zealand New Zealand Government Full time

We are seeking a Domain Specialist (L1) to join our Voice & SMS Channel Management Team who will provide real time management for our voice channel.


  • Hamilton, Wellington or Christchurch based role
  • Availability to work within the wider working window of 7 hours 35minute shifts rostered between the hours of 7:25am and 8:30pm Monday-Friday and between 8:00am and 5:00pm Saturday.
Mō mātou - About us

Te Tari Taake Inland Revenue plays a critical role in improving the economic and social wellbeing of Aotearoa New Zealand.

We do this by collecting and distributing money - we collect 80% of the Crown's revenue and distribute social support payments.

We are committed to keeping to the Treaty of Waitangi's guiding principles in our work for and with Māori customers and our employees, their whānau, hapū and iwi.

Also important to us is how we work - our organisation continues to develop a culture which is customer-centric, intelligence-led, agile, and inclusive.

Mō te roopu - About the team

Our purpose in our wider team, Operational Support is to provide a single point of accountability for functions that manage and/or support operational delivery by our customer-facing teams.

The Operational Support team works across the business to provide insight and advice that enables accurate planning and operational "know how" to ensure the smooth running of the business.


The Voice and SMS Channel Management team are responsible for:

  • real-time management of our voice queues
- providing technical advice, support and information
- creating and delivering meaningful communications of voice performance

Mō te tūnga - About the role
As the Domain Specialist - Voice and SMS Channel Management, you will:

  • be an integral part of the Voice Channel Management team within Operational Support team
- provide real time management of voice queues on a rostered basis within the above working window
- provide technical support to ensure our people have the technology to take voice calls
- create and deliver timely, meaningful communications on voice performance
- manage and monitor performance outcomes and risks and make recommendations to support better business and customer outcomes
- support the team to develop and implement appropriate solutions and organisational processes to enhance business performance.

Mōu - About you
In addition to relevant experience in the role advertised, to be successful you will need to bring these capabilities:

  • Be comfortable working in a fast-paced technical environment
  • Be a team player comfortable working in a small tight knit team
  • Able to work with incomplete data and/or ambiguous information
  • Provide high quality information, advice and services to internal and external customers by understanding each customer and providing proactive and tailored responsiveness to their needs
  • Effectively understand and manage interactions with external third parties, partner agencies and service providers; optimising performance, ensuring effective service integration and achieving innovation through collaboration
  • Capability to use the right information and insights in the right context, at the right level and pace; making effective decisions considering impacts and independencies
  • Capability to develop, manage and secure our knowledge as a key organisational asset; sourcing, capturing, securing, sharing and effectively utilising information
  • Previous experience with Genesys Cloud would be preferable


To apply, please provide a CV and two page cover letter outlining the role and the skills, knowledge and experience you can bring to the role.

Applications close at 5pm on Sunday, 19 March 2023.

Inland Revenue welcomes applicants from all walks of life and we want all our people to achieve their full potential.

We support flexible working that meets the needs of our people and our business. Let us know if you need any information about the role or any support throughout the recruitment process.