Manager Customer Service

Discover a career at Waitake District Council

Waitaki District Council is dedicated to enhancing the quality of life for our 25,000 residents and creating a thriving, sustainable community. With a committed team of professionals, we provide essential services 24/7, ensuring the wellbeing of our district. We manage infrastructure, environmental conservation, community development, and regulatory services, responding to thousands of community interactions each year while proactively addressing local needs and challenges.

We're committed to specific goals and targets that emphasise our collaborative approach with iwi, local communities, other government sectors, and business partners. Together, living our organisational attitudes and behaviours, we will build a thriving one-team culture, enabling delivery of excellence in service for Waitaki.

Mō tēnei tūranga mahi | About this role

This is a key leadership role that puts people and customers at the centre. As Customer Services Manager, you will lead a large, geographically dispersed team to deliver exceptional customer experiences across all Council channels. You will be responsible for ensuring every interaction, online, over the phone, and face to face, reflects our commitment to great service and strengthens trust in Council.

You will lead the continued evolution of customer excellence, embedding systems, processes and culture that make it easy for customers to engage with us. You will also drive service excellence by building capability within your team, interpreting data and insights to anticipate needs, and collaborating across Council to ensure a seamless customer journey from first contact to resolution.

You will also:

• Champion a customer centric culture that values feedback, consistency and empathy
• Strengthen and align customer service delivery across multiple locations and channels
• Build and lead a high performing, engaged team focused on quality and outcomes
• Shape and implement customer service policies, systems and training that support excellence
• Use customer insights and data to drive innovation and continuous improvement
• Collaborate with other managers to ensure joined up service delivery across our transformed Council

This role is ideal for a people centred leader who thrives on improving experiences and inspiring others. You will bring both strategic thinking and practical delivery, ensuring our community receives service that is professional, responsive and genuinely customer focused.

He aha taau e kawe mai | What you'll bring

You are a connector, coach and catalyst for great service. You know that exceptional customer experiences start with empowered people, so you build confidence, clarity and accountability in your team. You are calm under pressure, curious about improvement and confident leading through change.

You care about the details that make systems work but keep sight of the big picture, a Council trusted and valued by its community. You are comfortable navigating complexity and ambiguity, can make sound judgements quickly, and bring others with you on the journey.

You will bring:

• Proven experience leading large or multi-site customer service teams in complex environments
• Experience delivering service improvements that enhance quality, efficiency and satisfaction
• Strong relationship management and collaboration skills across teams and functions
• Sound understanding of customer centric design, process improvement and service delivery
• Proficiency with CRM systems and customer analytics tools
• Political acumen and understanding of the local government environment
• A relevant tertiary qualification and a full New Zealand driver licence

You will be someone others trust, steady, solutions focused and committed to leading a team that delivers great outcomes for our customers every day.

Mo tātou | About us

Waitaki District Council (WDC) is a dynamic and progressive local government organisation dedicated to serving the residents and communities of the Waitaki District. Our aim is to foster a thriving, innovative and sustainable community through effective governance, quality service delivery and a commitment to continuous improvement.

As a proud 2025 HRD Employer of Choice Excellence Awardee, we are recognised nationally for creating a workplace where our people feel supported, valued and empowered to make a difference. We are building a culture of collaboration, wellbeing and growth, where our people can do their best work for our district and for each other.

• At WDC, we provide a wide range of essential services that contribute to the wellbeing and development of our communities, including:
• Infrastructure and Environment: Managing and maintaining roads, water supply, waste management and recreational facilities to meet the needs of our growing district.
• Community and Economic Development: Supporting local businesses, tourism and community initiatives to promote economic growth and enhance quality of life.
• Regulatory Services: Ensuring compliance with building, environmental and public health standards to create a safe and healthy environment for all.
• Customer and Community Engagement: Actively engaging with our community to understand their needs and deliver exceptional customer service across all channels.

We are committed to innovation, collaboration and service excellence, striving to be a leading council that makes Waitaki a great place to live, work and visit.

WDC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Research shows that women and people from minority groups may hesitate to apply if they do not meet every single requirement. If you are excited about this role and believe you can contribute to our work, we encourage you to apply.

Me pēhea te tono | How to Apply

If this position sounds like you, click apply now and submit a tailored Cover Letter and CV. Before confirmation of hire, pre-employment checks will be undertaken which may include references, credit check, drug and alcohol testing and police vetting prior to any written offer being made.

All applications must be submitted online and will not be accepted directly via email.

All applicants must have the right to work in New Zealand.

Utu ā-tau | Salary

The salary for this position will commence between $108,802 and $128,002 dependent on skills and experience relevant to the role.

Applications close Sunday 26 October 2025.

For any queries related to this position, please contact Rachael on