Manager Customer Contact Channel Accessing

## Mo tenei turanga mahi | About this role

• 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.
• Senior role located in 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 :

You will find out more about the role in the .

We are seeking to appoint at a salary between $188,127 - $219,481 commensurate with skills and experience.

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.

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.

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.

| Location : | Wellington |

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