Lead - Customer Services

## Mō tēnei tūranga mahi | About this role

• Mō tēnei tūranga mahi | About the role
• The Electoral Commission is seeking a skilled and service-focused Lead Customer Services to help shape and enhance our contact centre practice for election events.You will ensure we deliver consistent, high-quality customer service to the public, overseas voters, and our temporary election workforce. You’ll provide technical leadership, drive continuous improvement, manage key insights and reporting, and support a trusted, accurate, and responsive customer experience across all channels.This is an 8-month fixed term role the salary band is $127 - $141k.
• He aha tāu e mahi ana | What you’ll be doing
• Provide technical leadership and quality support to the customer services function.
• Develop the customer services operational plan.
• Resolve complex issues.
• Uplift team capability through coaching and training, and
• Maintain clear documentation, knowledge resources, and automated messaging.
• Lead reporting, analysis and forecasting - monitor performance metrics, analyse trends, manage demand forecasting.
• Produce reports and dashboards, identify root causes and recommend effective operational improvements.
• Ensure knowledge content is accurate, up-to-date, well-structured, and informed by feedback from providers, internal experts, and frontline teams.
• Apply consistent quality monitoring, identify and mitigate risks and champion continuous improvement of tools, processes, and customer interactions.
• Collaborate with business units, subject matter experts, external providers and stakeholders to ensure processes are fit-for-purpose and customer-centric.
• Ko ngā mea ka hiahiatia e koe kia angitū | What you’ll need to succeed
• Experience in customer service leadership, contact centre operations, or service quality roles.
• Strong analytical skills, with experience using data to monitor performance, forecast demand, and drive operational improvements.
• Excellent problem-solving skills and the ability to support teams with technical, process, or system challenges.
• Experience developing and delivering knowledge resources, documentation, or training materials.
• A strong commitment to service excellence, cultural competence, and delivering fair, consistent outcomes for all customers.
• Proven ability to build relationships and collaborate effectively with diverse teams and stakeholders.
• A continuous improvement mindset, with confidence identifying risks and designing practical, future-focused solutions.
• Te Kaitiaki Take Kōwhiri | About the Electoral Commission
• The Electoral Commission wants every New Zealander to trust, value and take part in parliamentary elections.Here’s your chance to contribute to New Zealand’s democracy as part of a small team of electoral experts who design, build and implement processes and systems for Parliamentary elections and referenda. It’s an exciting and varied role within a team which is committed, supportive and hands-on.The Commission is building an inclusive strength focussed 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.
• Tono ināianei | Apply Now
• To apply, please submit a CV and cover letter outlining you reasons for joining the Commission, highlighting your relevant skills and experience.Applications close at 11pm, Tuesday 9 DecemberFor more information regarding this role, please email must be legally allowed to work in New Zealand.| Location : | Wellington |

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