Customer Contact Manager

**Customer Contact Manager**

Te Kaunihera aa Takiwaa o Waikato (Waikato District Council) serves a large and diverse area, key towns include Raglan, Huntly, Ngaaruawaahia, Tuakau and Te Kauwhata. Smaller settlements include Gordonton, Matangi, Tamahere, Meremere, Port Waikato and Pookeno.

Our head office in Ngaaruawahiaa is an open plan hot desking environment, it includes a collab space as well as unique areas to work or meet with colleagues, Waikato River walks and the chance to hit the Hakarimatas on your lunch break. We also have an onsite cafeteria, free parking, work-life balance and flexible working.

The Waikato district and Te Kaunihera aa Takiwaa o Waikato have much to offer. We prioritise the well-being of our employees and have cultivated an environment of hard work, respect, trust, empathy, and support.

**About this role**

Are you an experienced customer service contact centre leader with a strong record of leading teams to optimise service delivery and operational efficiency? We are looking for a strong leader to manage our contact centre's daily operations and to lift the strategic visibility of our customer contact operations as a critical customer service touchpoint. We are excited to offer you the chance to join a great team and a great organisation.

**What will I do**

The Customer Contact Manager is a crucial link in delivering to our Customer Experience objectives. You will be responsible for call centre day to day operations and for leveraging continuous improvement opportunities into the broader organisational customer service roadmap. This role is a crucial link in connecting Council's outward facing customer call centre function into the broader organisational customer experience framework.

In this role you will be supporting Council's drivers to deliver a timely, effortless and respectful end-to-end customer contact experience, including overseeing the organisations feedback and complaints procedures.

**What I do**:
Your responsibilities will include leading and supporting the contact centre team and daily operations workflows, along with overseeing the recruitment, training, coaching, and performance management of staff. This role involves developing service level agreements for business continuity and succession planning, as well as managing and resolving customer inquiries promptly and effectively to enhance customer trust and satisfaction.

Additionally, the position requires ongoing review, refinement and maintenance of the Council's contact centre systems and procedures, including supporting knowledge bases. You will work closely with the Customer Experience management team to drive operational improvements across the business and oversee the Council's Feedback and Complaints policy and supporting procedures. Handling escalated customer issues and triaging where appropriate, along with managing budgets, resources, and performance metrics, are also key aspects of the role.

**What will I bring to the role?**

We are looking for someone that has proven ability to lead teams, adapt to changing priorities in a fast-paced call centre environment, and manage financial budgets. You will need to be skilled in troubleshooting, multi-tasking, and fostering cross-functional collaboration. In this role you will be expected to use data-driven insights to improve processes and address customer feedback and complaints. Local government experience is desirable.

Your energy and passion for engaging with our internal and external customers, vendor partners, key stakeholders and wider business will help ensure the voice of the customer is at the heart of everything we do

**Why join our team?**

We are an equal opportunity employer, and we value diversity. We welcome applicants who are keen on rolling up their sleeves and helping to bring this to life. We ensure all parts of our recruitment and employment processes are carried out without discrimination. Our applicants do need to have existing rights to work in Aotearoa/New Zealand.

**Additional Information**

**Location**: Ngaaruawaahia

**Hours of Work**: Full time, permanent, 40 Hours per week.

**Application closing date: Friday, 21 March 2025 at 11:55pm.**
- Reference #
- 35260
- Posted on
- 06 Mar 2025
- Closes on
- 21 Mar 2025 23:55
- Location(s)
- Ngaaruawaahia
- Expertise
- Call Centre & Customer Service
- Job level(s)
- Experienced, Management
- Work type(s)
- Permanent full-time