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

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 +64 .

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