Manager Customer Contact Channels Travelling

• Lead a highvolume fastmoving National Contact Channel operation that keeps Aotearoa moving

• Operate at the heart of NZTAs customer response for travellers

• Lead largescale realtime service delivery in a complex changing environment

• Drive performance resilience and continuous improvement across critical customer channels

• Wellington location

Te Whiwhinga mahi The opportunity

This is a handson operational leadership role in a busy everchanging environment where no two days look the same. As Manager Customer Contact Channels Travelling youll lead the daytoday delivery and optimisation of NZTAs customer contact channels that support people travelling New Zealands roads. The role sits at the centre of a highvolume operation handling 7 million customer interactions each year across contact centres and face to face customer assisted channels. Youll be responsible for ensuring services are stable responsive and performing under pressure while also improving how we operate scale and respond to demand including seasonal peaks incidents regulatory change and major national programmes like Road User Charges Tolling State Highways and Motu Move (our nationwide transport ticketing programme).

This role will suit a leader who thrives in pace and complexity enjoys solving operational problems in real time and can confidently balance immediate delivery with continual improvement.

Key responsibilities include:

• Leading the operational performance of NZTAs travelling customer contact channels across multiple service lines

• Scaling our travelling teams to support customers aligned with the launch of key strategic programmes of work

• Managing nationally dispersed teams and service providers in a highvolume timecritical environment

• Ensuring customer services remain consistent resilient and responsive during change incidents and growth

• Strengthening operational relationships across NZTA and with external partners to support seamless delivery

• Driving continuous improvement smarter ways of working and efficient use of resources

• Leading teams through frequent change while maintaining service quality and morale

You will find out more about the role here: Position Description

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

Ko koe tēnei About you

Youre an experienced operational leader who is comfortable working at pace making decisions with imperfect information and leading large teams through changing conditions.

Youll bring:

• Proven experience leading large operational teams in complex regulated or customerfacing environments

• A strong proven background in contact centre management service operations or highvolume service delivery

• Confidence managing competing priorities operational risk and performance pressures

• Experience leading people through continuous change while keeping teams focused and motivated

• Strong stakeholder management skills particularly with operational partners and service providers

• A practical deliveryfocused mindset with the ability to improve systems and processes over time

You will also demonstrate knowledge of or a willingness to gain an understanding of Te Ao Māori tikanga te reo Māori and Te Tiriti o Waitangi as it applies in the public service.

Mō mātou About us

Te Mahau Customer and Services delivers essential transactional products and services that support the effective operation of New Zealands land transport system. Our Customer Channels team operates at scale blending operational excellence with dataled decisionmaking to deliver reliable customerfirst experiences wherever and whenever people engage with NZTA.

Ka whiwhi koe i te aha What youll get in return

At NZTA youll be part of an organisation that makes a visible difference every day. We offer:

• A competitive salary and benefits package

• Flexible working arrangements (role dependent)

• 5 weeks annual leave plus Income Protection and Critical Illness Insurance

• The opportunity to lead a nationally significant operation that directly impacts millions of New Zealanders

Ready to take on the challenge

If youre motivated by pace complexity and realworld impact and you enjoy leading teams through demanding operational environments wed love to hear from you.

Apply today and help keep Aotearoa moving.

Me pēhea te tuku tono How to apply:

Please click Apply to upload your CV and cover letter outlining 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.