Manager Customer Contact Channels Travelling

• Lead the operational management and optimisation of NZTAs Customer Contact Channel for travellers.

• Drive continuous improvement and innovation in customer service delivery for millions of road users.

• Shape the future of customer experience across State Highways RUC Tolling and Motu Move.

• Location: Wellington or Palmerston North

Te Whiwhinga mahi The opportunity

As the Manager Customer Contact Channels Travelling you will lead the operational management and optimisation of NZTAs Customer Contact Channel for travelling ensuring alignment with the organisations vision to deliver essential services that enable customers to travel Aotearoas roads safely. This critical leadership role oversees 8.8 million annual interactions1.3 million via the contact centre and 7.5 million over the counterwhile driving high-quality customer-focused services across multiple channels.

The role will see you build and maintain strong relationships with strategic partners and operational teams prepare for growth and provide customer support for large-scale programmes regulatory initiatives and tactical improvements specific to travelling products and services. Success relies on fostering a trained capable and engaged workforce to support these services while contributing to key strategic programmes such as the National Ticketing System (Motu Move) Te Toki Transport Services Integrated Delivery model and government-driven initiatives impacting products like Road User Charges (RUC) and Tolling.

In this role your key responsibilities will be to:

• Provide strategic advice and support to the Head of Customer Assisted Channels including insights on industry trends and customer strategy evolution.

• Lead relationship management across NZTA for key service offerings including State Highways Road User Charges (RUC) Tolling and Motu Move.

• Strengthen operational relationships with external service providers ensuring alignment with NZTAs strategy and service principles.

• Ensure delivery of high-quality customer-focused services across all channels supporting road travel products.

• Influence and collaborate with strategic stakeholders across the organisation to ensure the channels requirementsaccess systems processes capability and resourcesare met.

• Empower mentor and develop your leadership team to deliver excellent customer service.

• Drive and embed continuous improvement initiatives optimise resource use and support strategic and government-driven programmes.

• Foster a culture of excellence innovation relationship management and accountability within the team.

• Oversee business planning resource management and workforce planning for efficient scalable service delivery.

• Champion change initiatives oversee governance and performance monitoring and ensure effective communication engagement and adoption of new projects.

This is a rare opportunity to shape the future of customer contact for NZTA delivering exceptional experiences and supporting the agencys broader goals of service excellence and innovation.

You will find out more about the role in the Position Description.

We are seeking to appoint at a salary between $188127 - $219481 commensurate with skills and experience.

Ko koe tēnei About you

To be successful in this role youll bring:

• Proven operational leadership experience with success in leading large nationally dispersed teams ideally within public transport government or regulated contact centre environments.

• Deep understanding of customer service delivery and operational excellence in a contact centre environment.

• Demonstrated experience building an inclusive and high-performing leadership culture with strong mentoring and coaching skills.

• Proven ability to deliver strategic outcomes in a customer contact centre or operational setting.

• Experience in designing and delivery of continuous improvement including shift to lower cost to serve channels.

• Effective management of large operational budgets in a public service or large organisation.

• Excellent stakeholder engagement and communication skills with experience leading through change.

• Experience using reporting tools and dashboards to track performance and inform decision making.

• Strong leadership presence with the ability to influence and advise senior stakeholders.

You will demonstrate knowledge of or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. 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 service.

Mō mātou About Us

Te Mahau Customer and Services

Our group delivers great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making transactional and backend services simple easy to use and effective for the user. We are committed to improving the experience of people who interact with Waka Kotahi and our services and products driving efforts to assess and elevate areas where the customer experience can be optimised. The Customer Channels team delivers a unified seamless and customer-first experience across all assisted service platformscontact centres and support networksblending operational excellence with data-informed decision-making and continuous service innovation.

Ka whiwhi koe i te aha What you will get in return

At NZTA Waka Kotahi youll join a team committed to making a difference for people places and New Zealand.

• Competitive salary and benefits package.

• Flexible working arrangements including remote/hybrid options (role dependent).

• 5 weeks annual leave and an Income Protection and Critical Illness Insurance scheme for all permanent employees.

• Find out more about our benefits here.

Ready to take the next step in your career Wed love to hear from you. Apply today and join our team who is going places.

Me pēhea te tuku tono How to apply:
Please click apply to upload your CV and cover letter detailing your suitability for the role.

Rā Katinga Applications close:

For further information email:

To be considered for this position you must have a legal right to live and work in New Zealand.

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 let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.