Manager Customer Contact Channel Accessing

Lead the operational management and optimisation of NZTA's Customer Contact Channel.
- Drive continuous improvement and innovation in customer service delivery.
- Shape the future of customer experience for millions of New Zealanders.
- Senior role based in Palmerston North or Wellington

**Te Whiwhinga mahi | The opportunity**

As the Manager Customer Contact Channels - Accessing, you will lead the operational management and optimisation of NZTA's Customer Contact Channel, supporting customers to access essential services for safe travel on Aotearoa roads. With 8.8 million interactions each year-1.3 million through the contact centre and 7.5 million over the counter-this is a critical leadership role delivering high-quality, customer-focused services across multiple channels and products aligned with enabling safe road access.

You will support our core Regulatory services for Motor Vehicle including debt services, Driver Licencing, and the Agent Helpdesk, and manage customer support for situations requiring high care due to regulatory compliance or incident management. Central to your role is building a highly capable, customer centric, and engaged workforce and leadership team, while driving the adoption of digital services in line with our service modernisation plan.

Your key responsibilities will see you:

- Providing strategic advice and insights to the Head of Customer Assisted Channels, contributing to the evolution of NZTA's customer contact strategy and industry best practice.
- Driving the strategic direction and business planning for a high-performing, customer-centric contact channel.
- Leading the design and development of the Customer Contact Channel Accessing strategy, cascading it throughout the business.
- Optimising resource management and workforce planning to ensure efficient, scalable service delivery across all customer touchpoints.
- Collaborating with Digital teams to promote digital self-service options, while ensuring assisted channels remain responsive and accessible.
- Leading and contributing to the design and implementation of change programmes and projects impacting customer contact channels.
- Building and maintaining strong relationships with stakeholders, partners, and programme leaders to meet the evolving needs of customers accessing NZ roads.
- Overseeing strategic governance, embedding deliverables and deadlines within a structured framework, and guide platform development.
- Mentoring and developing the leadership team, fostering a culture of excellence, innovation, and accountability.
- Establishing and monitoring KPIs, milestones, and deliverables to assess effectiveness and drive continuous improvement.

This is a rare opportunity to shape the future of customer contact for NZTA, delivering exceptional experiences and supporting the agency's broader goals of service excellence and innovation.

You will find out more about the role in the Position Description.

We are seeking to appoint at a salary between $188,127 - $219,481 commensurate with skills and experience.

**Ko koe tenei | About you**

To be successful in this role, you'll bring:

- Strong operational leadership experience with proven success in leading large, nationally dispersed teams, ideally within public transport, government, or regulated contact centre environments.
- Deep understanding of customer service delivery and operational excellence in a contact centre environment.
- Demonstrated experience building an inclusive and high-performing leadership culture, with strong mentoring and coaching skills.
- Experience in designing and delivery of continuous improvement including shift to lower cost to serve channels.
- Proven ability to deliver strategic outcomes in a customer contact centre or operational setting.
- Effective management of large operational budgets in a public service or large organisation.
- Excellent stakeholder engagement and communication skills, with experience leading through change.
- Experience using reporting tools and dashboards to track performance and inform decision making.
- Strong leadership presence with the ability to influence and advise senior stakeholders.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Maori and promote tikanga and Te Reo Maori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service.

**Mo matou | About Us**

**Te Mahau - Customer and Services**

Our group delivers great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making transactional and backend services simple, easy to use, and effective for the user. We are committed to improving the experience of people who interact with NZTA and our services and products, driving efforts to assess and elevate areas where the customer experience can be optim