Manager, Service Centre

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Government Full time
The Ministry acts in the world to build a safer, more prosperous and more sustainable future for New Zealanders.

Kia hangai ake e te Manatu he ao-haumaru, ao-tonui, ao-pumau, ki te oranga tonutanga mo Aotearoa whanui.

  • Service Centre supports onshore and overseas MFAT divisions and staff, including NZ Embassies
  • Varied and fast paced environment
  • Some travel may be required
  • Wellington based
The Manager, Service Centre is the face of IMD Services and is responsible for leading a team of Service Centre Analysts

Kōrero mō te tūranga - About the role

As the Manager, Service Centre, you are responsible for developing and leading a team of Service Centre Analysts within the IMD Service Centre.

You will need to understand what a great customer service experience looks like ensuring every customer the team deal with is left with a positive impression of IMD - every contact, every day.


  • Provides effective coaching and mentoring that drives performance
  • Delivers a high standard of customer service
  • Continuously looks for service improvement opportunities
  • Provide innovative thought leadership and analytical support
  • Contributes to the strategic planning and direction setting for IMD
To find out more click HERE to read the position description


The appointment range for this role is $98,11- midpoint $115,43- max $132,749 total remuneration including employer contribution to Kiwisaver - negotiable depending on experience.


Please note:

This is not a Foreign Policy/diplomatic role. This is a 'Corporate' role (known here as a Specialist role) based in central Wellington, NZ.

Mā‎ wai te mahi nei? - Who are we looking for?

We would love to hear from you if you are an experienced Manager, Service Centre with the following:

  • Minimum 10 years of hands-on experience managing Call Centre/Service Centre operations in a medium to large enterprise-scale geographically distributed environment.
  • At least 10 years of people leadership experience
  • Extensive experience in Incident Management.
  • Experience working in a 24 x 7 operating environment
  • Demonstrated experience developing both internal and external facing reports including incident reports
We're not all about the technical skills though. Your attention to detail, initiative, pro-activeness, problem solving skills, motivation and focus with the ability to deliver to customer deliverables in a fast-paced environment will be key in our team We also are seeking to move to the Cloud and modern tool sets, so your ability to manage the teams into this new world will be crucial

Ngā hua o te mahi i te Manatū Aorere - Why MFAT?
We are committed to a focus on leadership, talent, training and development, and flexible work options. Check out our benefits page to find out more about why we love working here.

We are also working to grow the diversity of our workforce and the inclusive nature of our workplace. Click on our diversity and inclusion page to find out more.

Mō mātou - About us
Our people represent New Zealand on and offshore, and in doing so make New Zealanders safer and more prosperous.

By building connections with and influencing other countries and international institutions, we advance New Zealand's interests and pursue New Zealand's values.

We provide advice to the Government on the implications for New Zealand of what is happening in the world.

Me pēhea te tuku tono - To Apply/Interested?


You MUST be a New Zealand Citizen or NZ Permanent Resident and able to obtain and maintain an appropriate NZ Government Security clearance.

Before applying, use this online tool to self-check your eligibility for a Secret security clearance.
Please note that this tool is not part of the formal national security clearance process:
Applications close at midnight on Sunday, 26 Feb 2023

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