Senior Advisor Service Advice and Support

7 days ago

Wellington City, New Zealand New Zealand Government Full time

**Type**: Fixed term - 8 monthsHours: Full timeLocation: Wellington, Christchurch or AucklandBusiness Group: Services and AccessBranch: Kāwai ke te Iwi / Service Delivery and OperationsSalary: $79,044 - $105,531
This is an exciting opportunity to be part of the Service Advice and Support team, which is responsible for identifying opportunities for business change and then delivering them to the business. We drive both digital uptake and increased service satisfaction through ensuring consistency in services across our products and channels for our people, customers, intermediaries and partners.
We're looking for someone with the ability to think strategically and beyond immediate issues. A person who considers the long term and broader implications with a keenness to keep up, adapt and be flexible in our ever-changing environment. As a central point of contact for delivery business units, you will have the ability to work with and across multiple stakeholders of both our people and externally on the development and implementation of change initiatives.
To be successful in this role, you will need to be able to contribute to improving service delivery and customer satisfaction by:

- Providing technical advice and guidance to management and staff in relation to complex cases and queries;
- Managing intermediary relationships and communications to intermediaries on issues management, service improvements and service changes;
- Identifying opportunities to improve consistency in service delivery across all products and channels, providing input into design work and overseeing the implementation of changes; and
- Developing and implementing plans and campaigns to drive the increased uptake of products and services through digital channels.

The Senior Advisor also provides technical leadership and mentoring to other members of the team and support capability building across the system of service delivery by identifying and contributing to capability building initiatives.
Previous experience in an advisory or senior advisory role within a service delivery environment combined with experience working on a variety of process and system improvement areas is preferred, along with an understanding of, and ability to apply, legislative frameworks within a service delivery context.
We are an equal opportunity employer that values diversity and inclusion. We recognise a diverse workforce contributes to better business outcomes. We are committed to creating a workplace where all kaimahi have equal access.

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