Service Delivery Lead

5 months ago

New Plymouth, New Zealand Downer Group Full time

**Ko te take ka parekareka e koe ki te mahi ki kōnei | Why you will enjoy working here**

Downer is committed to delivering excellence by ensuring our people have the environment and the means to be successful. We offer:

- Free access to Marram health care benefits and discounted holiday homes
- Safety equipment and clothing provided as part of the role
- Internal promotion encouraged, training and development on offer

**Te** **kōwhiringa | The Opportunity**

Downer Energy work with some of New Zealand’s largest asset owners and energy providers to maintain their critical networks and assets across the country. Our whole-of-life approach creates positive outcomes for all New Zealanders as we help to reduce carbon emissions, optimise energy, and build a better Aotearoa. There are more than 500 of us in the Energy team and we are committed to being kaitiaki - guardians of New Zealand’s future.

**About the role**

Leading our team of dedicated Dispatch Coordinators, you will be responsible for ensuring smooth running of our Service Management Centre. Based in New Plymouth, you will guide and support your team to provide effective and timely customer solutions.

As a 24/7 fault response for our client and key stakeholders you will ensure effective rosters are in place, the team are fully trained, and processes are efficient. Acting as an escalation point for issues you will have working knowledge of our network/service provision and actively coach your team to continually increase their capabilities and ensure KPIs and SLAs are met.

**Nga pūkenga matua | Important Skills**

Offering a natural leadership style and strong customer service experience in a high call volume environment, you’ll be a proven multi-tasker able to react quickly to urgent requests whilst maintaining a positive and calm demeanour. Tenacity, resilience, and a commitment to process improvement will be highly valued as well as an ability to develop effective relationships throughout the organisation to make things happen.

You will also demonstrate reporting and analysis skills along with a solution focussed attitude, an ability to use computer systems to your advantage, and a driven approach to deliver results for our client, customer and our business.

**Ko wai mātou | Our Organisation**

Want to know more about what it is like to work at Downer? Then head to our People Site copy and paste the following link into your browser: people.downergroup.co.nz/join-our-utilities-team/

**Me pēhea ki te tono | How to apply**
- We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test, medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement, please talk to our team

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