Customer Services Manager

Job Type: Permanent - Full Time

Location: Whangārei

Job Category: Customer Service,Leadership

Northland Regional Council's role is to care for and protect Te Taitokerau Northland's environment and communities. Does that resonate with you?

Ko te aha ā mātou mahi? / What work do we do?
We work together with tangata whenua and communities to care for the incredible environment and many communities in our rohe, matching our skills and resources with the visions and aspirations of our people. We work to protect and restore healthy waters and our native taonga, through meaningful partnerships with tangata whenua and communities, and to build more resilient and adaptable communities in a changing climate. Here at Te Kaunihera ā rohe o Te Taitokerau | NRC, your mahi makes a real difference to our communities.

Toitū te whenua, toitū te moana, toitū te tangata. If the land is well, if the sea is well, the people will thrive.

Te āheinga / The opportunity
We are seeking an experienced Customer Services Manager who thrives on bringing people together and shaping a culture of excellence in customer service. You will guide and inspire a team spread across four locations — Kaitaia, Waipapa, Dargaville and Whangārei — ensuring they are connected, supported, and united in delivering outstanding service to our community. The role is based within the Whangārei office but there will be elements of travel to the regional offices.

Your mahi will centre on creating a positive, safe, and high performing environment where kaimahi feel valued and empowered. You'll champion kotahitanga (unity) through regular hui, clear communication, and hands on leadership, making sure every team member has the tools, training, and confidence to succeed. By embedding manaakitanga (care and respect) into daily practice, you'll help the team respond to customer needs across all channels with professionalism and aroha.

You will oversee systems and inwards correspondence, ensuring the Fresh Service knowledge base is current and comprehensive, enabling kaimahi to respond efficiently to enquiries across multiple channels – kanohi ki te kanohi (face to face), phone, mailroom, and email. By providing timely reporting on customer satisfaction and service response times, you will identify opportunities for improvement and implement solutions that enhance the customer experience.

This role is about more than managing operations — it's about shaping a service culture that continuously improves, adapts, and grows. You'll oversee performance, nurture professional development, and ensure systems and processes are clear, accessible, and future focused. With a commitment to quality and innovation, you'll lead the way in building a customer services team that reflects the values of our organisation and the communities we serve.

He Kōrero Mōu / About You
We are looking for someone who thrives on leading with integrity, building strong relationships, and creating a culture where customer service is not just a function, but a shared commitment. In addition, you will bring the following:

• 5+ years' experience leading a customer centric team.
• Knowledge of council role, systems & legislation as it pertains to customer services in a council context e.g Privacy Act 1993, Local Government Official Information and Meetings Act 1987.
• Experience in training and mentoring staff in customer-facing roles and ability to form training manuals and to assist with organisation-wide initiatives.
• Demonstrates correct pronunciation and correct use of day-to-day Te Reo Māori phrases.
• Demonstrates introductory understanding of Tikanga Māori and basic understanding of Te Tiriti o Waitangi and its application to a contemporary context.
• Tertiary qualification of relevance is desirable but not essential.
• Experience and proficiency in the use of Microsoft applications especially Word, Excel and Outlook, Teams.
• A current New Zealand Drivers license.

Ko te aha ngā painga o te mahi kei konei? / What are the benefits of working here?
Just as you care about your community and environment, NRC cares about you and your wellbeing. Our organisation celebrates collective efforts and achievements and recognises every individual for their contributions and dedication to their mahi.

We understand the importance of flexibility, so we're committed to alternative working arrangements for our staff. We offer a range of flexible work arrangements to suit our people's varied lifestyles, commitments and cultural needs.

Tono mai / Apply
The mahi we do really makes a difference, so if you are motivated to help nurture our region's taiao, we are keen to learn more about you. Want to have a kōrero with us first, or just need more information? If so, contact our Pou Manawhakahaere – Group Manager, Strategic Partnerships and Engagement, Auriole Ruka ). To view the job description, visit our careers site where the following link will work: JD: Customer Services Manager

Applications close on 14 January 2026
Please note that as our team will be on leave over the Christmas period, any enquiries made after 23 December 2025 will be replied to after 12 January 2026. Interviews for this role are expected to be scheduled towards the end of January.

Applicants for this position should have NZ residency/citizenship, or a valid NZ work visa.