Customer Experience Manager

Location : 20 Don Street, Invercargill

Department : Customer Support Contact Centre

Employment type : Permanent Full Time

Work Arrangement : On-site

About Council

With 11% of New Zealand’s total land area—including Fiordland National Park and Stewart Island— Southland District Council is the largest territorial authority by land area. Our responsibilities span the management of physical assets like roads, bridges, water supply, cemeteries and parks, as well as the social, economic, cultural and environmental wellbeing of our communities.

Our team of 200+ staff are spread across three Invercargill offices and seven area offices in Riverton, Otautau, Te Anau, Winton, Oban, Lumsden and Wyndham. We’re proud to offer rewarding careers in local government, with excellent working conditions in a region that’s perfect for family life and outdoor adventure.

Are you a strategic leader with a passion for delivering exceptional customer experiences?

We’re looking for a Customer Experience Manager to lead our customer support and library services teams. This is a pivotal leadership role overseeing around 20 staff, including two direct reports, and shaping the future of how our communities engage with Council.

You’ll be responsible for setting and driving the strategic direction of customer and library services across the district, embedding a culture of excellence, innovation and continuous improvement. From leveraging technology to enhancing service delivery, this role is all about putting the customer at the heart of everything we do.

Key responsibilities include :

• leading and empowering the customer support and library teams to deliver high-quality, community-focused services
• developing and implementing customer service and library strategies aligned with Council’s Strategic Framework
• championing customer experience initiatives and driving business process improvements
• ensuring regional offices and libraries are responsive to evolving community needs
• building strong relationships with community libraries, community boards and stakeholder groups
• overseeing service delivery performance, risk management, and compliance with relevant legislation

About You

You’re a confident and collaborative leader who thrives on creating meaningful change. You bring :

What’s in it for You?

This is your chance to make a real impact in the lives of Southlanders. Our customer support hubs / libraries are the front door to Council services—and you’ll be at the helm of shaping how we connect with our communities.

We offer :

If you’re ready to lead the way in customer experience, download the job description and apply online today.

File Name

#J-18808-Ljbffr