Lead - Customer Services
2 weeks ago
**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.
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