Service Manager Contact Centre Services - Urgent Hire
New Zealand Government
Wellington, Wellington, NZ
6d ago
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New Zealand Government Wellington, North Island

We are looking to hire a focused Service Manager Contact Centre Services to join our productive team at New Zealand Government in Wellington City, Wellington.

Growing your career as a Full Time Service Manager Contact Centre Services is a fantastic opportunity to develop productive skills.

If you are strong in critical thinking, leadership and have the right personality for the job, then apply for the position of Service Manager Contact Centre Services at New Zealand Government today!

About us The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.

We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and communities.

As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.

Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.

Service Manager Contact Centre Services

2 Permanent Positions

Wellington Contact Centre, Lower Hutt

Commencement date is Thursday 23rd June 2022

The Wellington Contact Centre has an opportunity for two Service Managers to manage a team each of Customer Service Representatives (CSRs), both in the StudyLink and Work & Income queues.

Lead people through a principle centred approach

Drive a culture of continuous improvement and service excellence

Deliver an agile, responsive and integrated service.

We are looking for exceptional leaders with an engaging and people-centric approach to lead CSRs at our complex and fast-moving National Contact Centre site based in Lower Hutt.

You will co-lead this site to deliver outstanding client service by encouraging service excellence at every opportunity.

Reporting into the Manager, Contact Centre Services, your role will be varied and includes management of HR issues, leadership, motivation and the establishment and maintenance of a client-centred environment.

You will coach, encourage and inspire your team to success. Your ability to establish credibility and manage relationships across diverse audiences will also be evident.

As part of the Contact Centre leadership team, you will bring a fresh perspective and innovative ideas that help deliver on our strategic objectives.

In our changing environment you will play a key part in ensuring the successful delivery of the services to clients and stakeholders nationwide.

About you

Leading CSRs, you will motivate, coach, encourage and inspire them to succeed and deliver exceptional service. This includes frequently reviewing systems and creating a culture of continuous improvement.

Your ability to establish credibility and manage relationships across diverse internal and external audiences will also be evident.

You will also be part of the Contact Centre Services Leadership team that works together to deliver a robust, integrated service.

Your welcoming approach and Manaakitanga enables you to understand how to best lead a team to success.

The ideal attributes :

great coaching skills for performance and development using proven tools

communication and relationship management skills that are well above average

strong planning, organisational and deployment skills

proven exceptional performance across the three cornerstones of success in a Contact Centre efficiency, accuracy and service

experience managing people that deliver client services would be viewed as advantageous

experience with risk & issues management and conflict resolution

Position Description

https : / / www.msd.govt.nz / hr / documents / position-descriptions / dce-service-delivery / service-manager-client-service-support.docx

How to apply

To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.

Note : Your cover letter will be a key part of our assessment process, and you should highlight your previous success in leading in a contact centre or similar environment.

All applications must be made online. If this is not possible or if you have any queries, please contact us at

Internal MSD Employees please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.

For any further discussion about the role, contact Denise Henderson, EA to the Contact Centre Manager on .

Closing date : 7 May 2022

Remuneration for this role is from $85,749 - $128,623

Appointment along this salary scale is dependent on relevant management experience and relativity within the cohort of other managers.

Joining us

Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment.

We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.

If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.

MSD has a COVID-19 vaccination policy which requires employees to be fully vaccinated.

Company Benefits :

Company offers great benefits

Opportunities to grow

Attractive package

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