Manager Customer Contact Channel Accessing at NZ Transport Agency Waka Kotahi

Palmerston North City, Manawatū-Whanganui, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

219481.0

Posted On

31 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Customer Service Delivery, Team Building, Continuous Improvement, Stakeholder Engagement, Change Management, Budget Management, Performance Tracking, Digital Services Adoption, Coaching Skills, Regulatory Compliance, Incident Management, KPI Monitoring, Strategic Planning, Innovation, Cultural Awareness

Industry

Government Administration

Description

Lead the operational management and optimisation of NZTA’s Customer Contact Channel. Drive continuous improvement and innovation in customer service delivery. Shape the future of customer experience for millions of New Zealanders. Location: Palmerston North or Wellington Te Whiwhinga mahi | The opportunity As the Manager Customer Contact Channels – Accessing, you will lead the operational management and optimisation of NZTA’s Customer Contact Channel, supporting customers to access essential services for safe travel on Aotearoa roads. With 8.8 million interactions each year—1.3 million through the contact centre and 7.5 million over the counter—this is a critical leadership role delivering high-quality, customer-focused services across multiple channels and products aligned with enabling safe road access. You will support our core Regulatory services for Motor Vehicle, including debt services, Driver Licencing, and the Agent Helpdesk, and manage customer support for situations requiring high care due to regulatory compliance or incident management. Central to your role is building a highly capable, customer centric, and engaged workforce and leadership team, while driving the adoption of digital services in line with our service modernisation plan. Your key responsibilities will see you: Providing strategic advice and insights to the Head of Customer Assisted Channels, contributing to the evolution of NZTA’s customer contact strategy and industry best practice. Driving the strategic direction and business planning for a high-performing, customer-centric contact channel. Leading the design and development of the Customer Contact Channel Accessing strategy, cascading it throughout the business. Optimising resource management and workforce planning to ensure efficient, scalable service delivery across all customer touchpoints. Collaborating with Digital teams to promote digital self-service options, while ensuring assisted channels remain responsive and accessible. Leading and contributing to the design and implementation of change programmes and projects impacting customer contact channels. Building and maintaining strong relationships with stakeholders, partners, and programme leaders to meet the evolving needs of customers accessing NZ roads. Overseeing strategic governance, embedding deliverables and deadlines within a structured framework, and guide platform development. Mentoring and developing the leadership team, fostering a culture of excellence, innovation, and accountability. Establishing and monitoring KPIs, milestones, and deliverables to assess effectiveness and drive continuous improvement. This is a rare opportunity to shape the future of customer contact for NZTA, delivering exceptional experiences and supporting the agency’s 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 $188,127 - $219,481 commensurate with skills and experience. Ko koe tēnei | About you To be successful in this role, you’ll bring: Strong operational leadership experience with proven 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. Experience in designing and delivery of continuous improvement including shift to lower cost to serve channels. Proven ability to deliver strategic outcomes in a customer contact centre or operational setting. 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 NZTA 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 platforms—contact centres and support networks—blending 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, you’ll join a team committed to making a difference for people, places, and New Zealand. A 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? We’d 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: 16 November 2025 For further information, email: careers@nzta.govt.nz 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. Ko wai mātou | About us At Waka Kotahi NZ Transport Agency, it all starts with our people. The organisation's performance and success depends 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.

Responsibilities

Lead the operational management and optimisation of NZTA’s Customer Contact Channel, ensuring high-quality, customer-focused services. Drive continuous improvement and innovation in customer service delivery across multiple channels.