We are the Citizen & Customer Services unit and we're here to make the customer experience a great one. We're one of the first councils in New Zealand to provide the ability for citizens to manage a service request without having to call or see Council staff in person.
We give customers the ability to deal with us the way that they want to; their way, any time - online, email, phone or face-to-face at one of our 12 Service Hubs. Our unit is also award winning - having won the CRM Contact Centre Industry Award for Public Services for 4 years running, and the CRM Contact Centre Gold Supreme Award in 2023!
As a Senior Lead in our Citizen & Customer Services unit, you will be given the opportunity to develop your leadership skills through hands on work and responsibilities. Your key duties will include:
Delivering exceptional service to our citizens and customers across a network of customer touch-pointsSupporting our Customer Service Representatives through training and coaching, and ensuring accurate advice and excellent service is given at all timesManagement of escalated or specialist queriesActing on behalf of customers to resolve issuesAssisting with any technical issues, and making recommendations for process and system improvementsOur ideal candidate will:
Have a passion for customer service, and be keen to share their expertise by coaching and mentoring othersBe self-motivated, enthusiastic and flexible in their approachBe an excellent communicator, with supervisory or leadership experienceHave proven experience in a large, complex environment, with local government knowledge and expertise being advantageousWhat we offer:
On-going training and developmentThe chance to join the CRM Contact Centre Industry Award for Public Services winning team for 4 years runningIf you are looking to take the next step in your Customer Service career whilst playing a key role in supporting the citizens and communities of Otautahi Christchurch then we would love to hear from you; apply today!
To view a copy of the position description please click on the link at the bottom of the page Additional Recruitment Information: Hours: Full-time permanent based on a rotating roster, including weekend and evenings Location: This role is primarily based at the Christchurch City Council Civic Offices, 53 Hereford Street Working for the Christchurch City Council allows you to contribute directly to the community and make a positive impact on the lives of residents and visitors. You will also benefit from: Access to training programmes, workshops, and development opportunitiesCollaboration - exposure to wider areas of the organisationBenefits - a variety of benefits for Council staff from health schemes to retail discounts.Through collaboration, innovation, and a strong commitment to community, the council provides an environment where one's skills and passions can shine, making it an exceptional choice for those seeking purpose and impact in their career. Feel like you don't meet every single requirement of the job description? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification. At the Christchurch City Council, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. Applications will be reviewed as they are received, and interviews may take place prior to the close date. This means we reserve the right to close a job ad before the advertised close date. Central City | Post date: 30 Apr 2024 | Close date: 07 May 2024 09:00 | Expertise: Administration | Work Type: Fixed Term, Full-time
Central City | Post date: 30 Apr 2024 | Close date: 07 May 2024 23:55 | Expertise: Customer Service | Work Type: Permanent, Full-time
Central City | Post date: 29 Apr 2024 | Close date: 03 May 2024 23:59 | Expertise: Engineering, Planning | Work Type: Permanent, Full-time
Where it's possible to love what you do.
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