Customer Service Quality Lead

Te Kaunihera aa Takiwaa o Waikato (Waikato District Council) serves a large and diverse area, key towns include Raglan, Huntly, Ngaaruawaahia, Tuakau and Te Kauwhata. Smaller settlements include Gordonton, Matangi, Tamahere, Meremere, Port Waikato and Pookeno.

Our head office in Ngaaruawaahia is an open plan hot desking environment, it includes a collab space as well as unique areas to work or meet with colleagues, Waikato River walks and the chance to hit the Hakarimatas on your lunch break. We also have an onsite cafeteria, free parking, work-life balance and flexible working.

The Waikato district and Te Kaunihera aa Takiwaa o Waikato have much to offer. We prioritise the well-being of our employees and have cultivated an environment of hard work, respect, trust, empathy, and support.

About this role:

We are offering a rare and exciting opportunity for a people and systems expert to join our small team of dedicated customer focused staff in delivering an enhanced customer experience through first class training of best practice customer service across our business. As a Customer Service Quality Lead, you will guide teams across a range of council services to deliver a timely, effortless, and respectful customer service. Your expertise will help shape best practices for handling enquiries and contribute to the Council's digital transformation efforts.

What I do?

• Support the Customer Experience, Customer Delivery and Customer Contact management team in collectively delivering to the organisations values and objectives of our Customer and Trust & Confidence strategies.
• Create and deliver clear, engaging, and consistent training sessions and workshops to enhance staff skills and improve service quality.
• Proactively collaborate with key teams serving both external and internal customers, ensuring a customer lens is integrated into project planning and system design across various customer service touchpoints.
• Analysis and contribute to digital transformation projects through design and application

What I bring?

• Minimum 3 years in service request management operations, CRM business analyst or a related field, with at least 2 years in a training or leadership role.
• Expertise in designing and delivering effective training programmes through proven proficiency with training software and tools that considers the customer needs upfront.
• Proven ability to translate complex technical jargon into easy to learn, repeatable training material.
• Strong people, communication and presentation skills.
• In-depth knowledge of call centre and, service request systems, and customer best practices.
• An understanding of, or the desire to learn about, te ao Maaori and tikanga.
• Knowledge, or a willingness to gain an appreciation, of te Tiriti o Waitangi and Te Ture Whaimana.

Why join our team?

• We are an organisation embracing flexible working. You have the possibility of working from throughout our beautiful district in a manner that works for you, the business and our communities. The team you would join has fun while they work, enjoys a laugh and is highly respected throughout the organisation.

Additional Information

Location: Ngaaruawaahia

Hours of work: Full time, permanent 40 Hours per week

We have a strong safety culture and as part of this our preferred candidates will be required to undergo pre-employment screening which includes a medical, alcohol and drug testing.

Submit your application today!

Application Closing Date: Friday, 11th April 2025 at 11:55pm.

To apply for this job, please go online to www.joinourteam.co.nz and enter the job code 35542LGC