General Manager Of Customer Services

Te raatonga ki te taangata - Service to the people.

We have a mandate for change - from our Elected Members and from our customers.

We're transforming to meet the future, and we need a strategic, community-focused leader to guide the future of customer service delivery and regulatory services.

This role reports to the Chief Executive and is a member of the Executive Leadership Team, delivering mahi that directly influences and shapes how we connect with our residents, ratepayers and stakeholders.

Leading a diverse and high-performing team, the General Manager will be responsible for key customer-facing services and regulatory functions.

This role requires a blend of commercial acumen with a strong social gene - a desire to deliver exceptional service that matter.

If you're passionate about customers, manaakitanga and driving commercial outcomes for social good, this is your chance to make a real difference.

What you'll do / Ngaa mahi ka kawea e koe

Be customer obsessed - lead the customer value stream and provide comprehensive end-to-end delivery of the full customer service value stream

Be a strategic, future-focused leader to deliver exceptional customer experience, service delivery and regulatory operations

Lead and inspire a multi-disciplinary team across contact centre operations, front-of-house services, libraries, animal control, building quality, monitoring, and environmental health

Strengthen stakeholder engagement across iwi, community, and industry partners

Embed a high-performance culture grounded in accountability, transparency, and inclusion

Oversee the resolution of complex customer issues and ensure services are responsive, accessible, and effective

Ensure compliance with legislation and manage risk across customer and regulatory functions

Deliver continuous improvement initiatives that uplift experience, efficiency and public trust

Build capability within teams and support professional development at every level

Support the use of data, systems and insights to inform service design and future planning

Contribute to organisation-wide strategy as a member of the Executive Leadership Team

What you bring / Ngaa taonga kawea mai e koe

Senior leadership experience in complex organisations

Commercial acumen with a strong social licence for good

Proven success managing multi-functional teams and operational services at scale

Strong understanding of regulatory frameworks and customer service excellence

Innovative and continuous improvement mindset, with a commitment to delivering efficient and effective customer solutions

Experience resolving complex issues and navigating high-trust, high-stakes environments

Sound financial management, strategic planning and risk oversight capability

Inclusive leadership style, grounded in empathy, clarity and shared purpose

Commitment to te ao Maaori, with understanding of or willingness to learn tikanga and Te Tiriti o Waitangi

Relevant tertiary qualifications

Candidate briefing pack :

How to apply

Applications are now open for this impactful leadership opportunity.

Don't wait - get in touch with us or chat today.

Robert Walters endeavours to review all applications in a maximum of five working days.

If you have not received correspondence in this timeframe please do not hesitate to contact Sarah Mowbray on

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