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