Channel Impact Advisor

4 weeks ago


Auckland City, New Zealand Auckland Council Full time

Are you a problem solver, who can see the bigger picture?
- Do you enjoy collaborating to deliver positive change?
- Would you like to help Auckland Council excel in its service delivery?

**He angitūtanga: The opportunity**

The Channel Impact Advisor role enables you to identify and deliver improvements, to positively impact our community and staff. The role is based within the Digital & Customer Experience department. The role will enable you to work closely with many parts of the Auckland Council. You will get to work on initiatives and projects within the department and across the organisation.

**Key Responsibilities**:

- Develop and maintain relationships between Digital and customer services and business partners.
- To participate in enterprise initiatives that impact Digital and Customer Services, gaining clarity on channel impacts.
- Work collaboratively with the Senior Channel Impact Advisor on agreed improvements that improve service delivery with business partners.
- Negotiate on behalf of Digital and Customer Services to ensure the voice of the customer is included in the day-to-day decision-making of escalations.
- Initiative and coordinate the resolution of issues. Call on internal and external relationships to facilitate and negotiate requests on behalf of the business partner.
- Effectively manage issues in a sensitive manner, where there may be numerous stakeholders and perspectives.
- Work collaboratively with the wider Business Improvement team and the wider Council Business Improvement Practitioner network to deliver innovative improvements with Business Partners that provide a staple change to service delivery across the council.
- Manage regular stakeholder updates on enterprise initiatives that will impact workforce planning or training requirements for Digital & Customer Services, ensuring operational planning for impacts under 3 months to delivery are well understood and planned for.
- Working collaboratively with the Senior Channel Impact Advisor, understand the big picture and deliverables to produce a change plan for the Digital and Customer Services department and manage detailed impacts.
- Collaborate with Digital & Customers Services stakeholders to ensure detailed channel impacts are understood and represented in resourcing plans.

Click here to access the Position Description.

**He kōrero mōu: About you**

To be successful in this role, you will have the following:

- Attention to detail.
- Strong communication and relationship-building skills.
- Systems thinking with a continuous improvement mindset.
- Resilient in the face of stressful situations and high expectations.
- Proven experience in creating and reviewing business processes, including gap analysis.
- Proven experience creating change impact plans, and facilitating multiple stakeholders.
- At least 3 years experience in a customer/internal advisory role, preferably in local government.
- Tertiary qualification, Degree (or equivalent experience) in business management, customer service (or related discipline)
- Excellent interpersonal and negotiation skills, able to effectively influence, direct and motivate on an organisational level.
- A conceptional thinker and can comfortably translate the “big picture” into a logical systematic, realistic implementation plan.
- Local government governance, strategy, policy, democracy services, customer support, or community development experience.

**Ngā āhuatanga kei a mātou: What we offer.**

You will have ample opportunities to build strong networks across the organisation and advance your career and development. As Auckland’s largest employer, we embrace diversity and place a high value on the quality of work done.

We embrace flexible working, including flexibility around start and finish times. You will also have access to a range of fantastic Auckland Council benefits, and a range of other partnership discounts

**Applications close: Monday, 17th of July 2023**
- Auckland Council strongly encourages our employees to be fully vaccinated._



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