Customer Services Manager

Mo tenei turanga mahi| About this role

Mo tenei turanga mahi | About the role

To support the 26 General Election, we are looking for an enthusiastic, talented and experienced Customer Services Manager. This will be fixed term for 12 months, based in our Wellington Office. You will lead a fast-paced call centre.

Reporting to the Manager Business Enablement, you will provide leadership and operational management to the General Election 2026 Enquiries team, who take inbound phone calls, emails or website enquiries from those who require support or have questions relating to enrolment and voting. You will be responsible for recruiting, training and leading the team that delivers high quality services to the public and internal staff.

The salary for this role is $127k-$141k

Mohou ake | About you

To be successful in this role you :

Have experience in people leadership, preferably in a call centre environment.

Will be pro-active, can effectively collaborate with others and be competent at managing conflicts.

Have proven ability to work in complex and virtual environments and enjoy working with a diverse range of internal and external stakeholders.

Will be an expert problem solver that is able to work through ambiguity to achieve required outcomes.

You will have a natural desire for coaching and mentoring, with the ability to build a high performing team, aligned to a common purpose.

Must have experience monitoring and evaluating call centre performance using quantitative data and qualitative feedback.

As this role is a contact centre environment, you will need to be comfortable with and have experience in engaging with people virtually.

He aha tau e mahi ana | What you'll be doing

Leading and managing daily tasks and work activities of the Public Enquiries team.

Ensure appropriate allocation of resources to deliver services in a timely manner.

Regular reporting on the status. Monitoring and evaluating business needs and trends.

Drive customer engagement and high level of customer service delivery.

Build a strong culture of positive individuals and team behaviour and performance.

Provide resolutions to escalated customer issues and complaints.

Maintain effective working relationship with partners.

Monitoring and evaluating call centre performance using quantitative data and qualitative feedback.

Ko nga mea ka hiahiatia e koe kia angitu | What you'll need to succeed

A tertiary degree level qualification in a relevant field or the equivalent work experience, particularly in relation to the call centre management and virtual customer services provision.

Knowledge and understanding of New Zealand government and public concerns with regard to the maintenance and management of the electoral system.

Experience demonstrating an ability to understand complex policies.

Demonstrated leadership and staff management experience.

Experience in performance management and strategic planning tools and processes.

Experience developing and using project management methodology and tools.

Experience demonstrating successful, effective negotiation skills and an ability to influence and persuade.

Experience demonstrating clear communication with a proven ability to develop and maintain effective. working relationships with a diverse range of staff and stakeholders.

Experience working with commercial call centre.

At least three years' experience leading and managing a team.

Ma te tuhono mai ki Te Kaitiaki Take Kowhiri ka aha| Why join the Electoral Commission?

The Electoral Commission wants every New Zealander to trust, value and take part in parliamentary elections.

This is your chance to contribute to New Zealand's democracy as part of the national team that design, build and implement processes and systems that facilitate Parliamentary elections and referenda. Supporting all voters to understand and navigate our electoral system is at the heart of this mahi.

The Commission is building an inclusive strength focused culture where diversity is encouraged and valued, and we welcome applications from individuals of all backgrounds, orientations and identities. We want to provide a flexible working environment where everyone feels valued and supported. We are happy to discuss what works for you. You will join a team who are here for the right reasons, and we are passionate about what we do.

He aha e whai ake nei|What's next?

To apply, please click the apply button. Please include your Cover Letter outlining your reasons for applying and your CV. Applications close Tuesday 30 September.

We will be reviewing applications throughout the advertising period and will meet suitable candidates during the application period.

Please find the PD on our careers page at the bottom of the page. Please email

• for any questions.

Please note : Applicants must be legally entitled to work in New Zealand.