Lead - Customer Services

2 weeks ago


Wellington City, New Zealand New Zealand Government Full time

**Mo tenei turanga mahi | About the role**

The Electoral Commission is seeking a skilled and service-focused Lead Customer Services to help shape and enhance our contact centre practice for election events.

You will ensure we deliver consistent, high-quality customer service to the public, overseas voters, and our temporary election workforce. Youll provide technical leadership, drive continuous improvement, manage key insights and reporting, and support a trusted, accurate, and responsive customer experience across all channels.

This is an 8-month fixed term role the salary band is $127 - $141k.

**He aha t u e mahi ana | What youll be doing**

- Provide technical leadership and quality support to the customer services function.
- Develop the customer services operational plan.
- Resolve complex issues.
- Uplift team capability through coaching and training, and
- Maintain clear documentation, knowledge resources, and automated messaging.
- Lead reporting, analysis and forecasting - monitor performance metrics, analyse trends, manage demand forecasting.
- Produce reports and dashboards, identify root causes and recommend effective operational improvements.
- Ensure knowledge content is accurate, up-to-date, well-structured, and informed by feedback from providers, internal experts, and frontline teams.

**Ko ng mea ka hiahiatia e koe kia angitu | What youll need to succeed**

- Experience in customer service leadership, contact centre operations, or service quality roles.
- Strong analytical skills, with experience using data to monitor performance, forecast demand, and drive operational improvements.
- Excellent problem-solving skills and the ability to support teams with technical, process, or system challenges.
- Experience developing and delivering knowledge resources, documentation, or training materials.
- A strong commitment to service excellence, cultural competence, and delivering fair, consistent outcomes for all customers.
- Proven ability to build relationships and collaborate effectively with diverse teams and stakeholders.
- A continuous improvement mindset, with confidence identifying risks and designing practical, future-focused solutions.

**Te Kaitiaki Take Kowhiri | About the Electoral Commission**

The Electoral Commission wants every New Zealander to trust, value and take part in parliamentary elections.

Heres your chance to contribute to New Zealands democracy as part of a small team of electoral experts who design, build and implement processes and systems for Parliamentary elections and referenda. Its an exciting and varied role within a team which is committed, supportive and hands-on.

**M te tuhono mai ki Te Kaitiaki Take Kowhiri ka aha? | Why join the Electoral Commission?**

To apply, please submit a CV and cover letter outlining you reasons for joining the Commission, highlighting your relevant skills and experience.

Applications close at 11pm, Tuesday 9 December

You must be legally allowed to work in New Zealand.



  • Wellington City, New Zealand Ayuora Property services LTD Full time

    **Ayuora Property services LTD** **Customer Service Assistant**: **Wellington** $23 - $25 Hourly Casual **Key Responsibilities**: - Greet customers warmly and provide assistance with product inquiries and purchases. - Handle customer transactions accurately using the point-of-sale (POS) system. - Maintain a clean, tidy, and welcoming shop environment. -...


  • Wellington, Wellington, New Zealand New Zealand Government Full time NZ$127,000 - NZ$141,000 per year

    Mo tenei turanga mahi | About the roleThe Electoral Commission is seeking a skilled and service-focused Lead Customer Services to help shape and enhance our contact centre practice for election events.You will ensure we deliver consistent, high-quality customer service to the public, overseas voters, and our temporary election workforce. Youll provide...

  • Product Lead Customer

    2 weeks ago


    Wellington City, New Zealand New Zealand Government Full time

    Create the future digital experiences for NZ Transport Agency Waka Kotahi (NZTA) customers! - Create the future digital experiences for NZ Transport Agency Waka Kotahi (NZTA) customers! - Collaborate with other technical leaders to advance digital enablement - Wellington, Auckland or Palmerston North based **Te Whiwhinga mahi | The opportunity** **Be a...


  • Wellington City, New Zealand StraitNZ Full time

    **Join the team at Bluebridge Cook Strait Ferries!** Since we first set sail in 2002, Bluebridge Cook Strait Ferries has been committed to providing unique and memorable sailing experiences. As part of StraitNZ, a growing organization with over 450 employees, we pride ourselves on delivering exceptional service to our passengers. **About the Role** This is...


  • Wellington City, New Zealand StraitNZ Full time

    **Customer Service Supervisor***:Published**:15/08/2025 **Job Location**: Wellington / New Zealand**Join the team at Bluebridge Cook Strait Ferries!** Since we first set sail in 2002, Bluebridge Cook Strait Ferries has been committed to providing unique and memorable sailing experiences. As part of StraitNZ, a growing organization with over 450 employees,...


  • Wellington City, New Zealand Universal Business Team Full time

    The Company Plumbline offers one of the most extensive bathroom and kitchen collections in New Zealand and delivers an unparalleled range of contemporary and traditional products. Every part of their luxurious range is a labour of love and an aesthetic masterpiece; every detail has been intrinsically thought through to ensure Plumbline's sophisticated brand...


  • Wellington City, New Zealand WTC for Avis APAC Full time

    **Multiple roles available - full-time and casual positions**: - **Wellington Airport or City based**: - **Entry Level position with training provided**: - **Supportive, friendly, and caring culture**: - **Big international company with opportunity to move internally** We are looking for support for our team. As work picks up our operations need to...


  • Auckland City, New Zealand Whakarongorau Aotearoa I New Zealand Telehealth Services Full time

    Whakarongorau Aotearoa is passionate about setting new standards on what’s possible to improve health outcomes for the people of Aotearoa. The organisation’s leadership team and kaimahi need a forward-thinking, strategic new Head of Marketing to achieve these ambitions. **Ab**out the role | Atu mo te mahi** The Senior Customer Experience Lead is a...


  • Wellington City, New Zealand Healthcare of New Zealand Full time

    **Who are we| Ko wai matou?** HealthCare NZ provides a wide array of health and human services to people throughout New Zealand. Since 1988 we have been caring, supporting and empowering people in need to live independently, safely and well in their community as well as in specialised services settings. We help people gain access to needed services,...


  • Wellington City, New Zealand New Zealand Government Full time

    About us The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent. We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and...