This newly created leadership role will see you supporting the Team Manager LEV and Operational Support as well as being a source of motivation and energy for our people.
You will lead the team's operational admin support responsibilities and drive performance to meet agreed KPIs. This is a key people leadership role, so we are looking for someone with a passion for coaching and experience in leading a high performing team to deliver great customer outcomes.
Working closely with the wider customer operations team, our contact centres, and our wider organisational support function, this role will contribute to the maintenance of the integrity of the Customer Operations system.
Our Group and Team PurposeDeliver great transactional products and services through operational excellence and a customer focus.Support the effective operation of the land transport system by making transactional and backend services simple, easy to use and effective for the user.Continue to improve the experience of people who interact with Waka Kotahi and our services and products by driving efforts to assess and elevate areas where the customer experience can be optimised.Develop a service and back-end delivery capability to support effective and efficient operation of new and emerging functions for Waka Kotahi.Create our customer and services strategy with others to deliver an integrated customer and user experience informed by understanding our customer requirements.About YouAs well as your leadership attributes, you will need to bring your 'know how':
Strong people leadership skills with a proven track record of achieving results through leading people.Proven experience in building people capability, including coaching, mentoring, and managing performance development plans.Excellent interpersonal and communication skills, both verbal and written.Experience in sound decision making and complaints management.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 sector.
About UsAt Waka Kotahi NZ Transport Agency, it all starts with our people. The organisation's performance and success depend on the people who choose to make this a great place to work and make a difference for Aotearoa.
Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years' time.
The Customer and Services Group helps deliver a positive land transport experience by making interactions with Waka Kotahi products and services simple, easy to use, and effective for users.
Applications close: 17 October 2024. For further information, email: ******. To be considered for this position you must have a legal right to live and work in New Zealand.
NZTA Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values.
Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.
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