Manager Customer Contact Channel Accessing

Waka Kotahi NZ Transport AgencyWorkFromHome, Manawatū-Whanganui, New Zealand

10 days ago

Job description

Te Whiwhinga mahi | The opportunity

As the Manager Customer Contact Channels – Accessing, you will lead the operational management and optimisation of NZTA’s Customer Contact Channel, supporting customers to access essential services for safe travel on Aotearoa roads. With 8.8 million interactions each year—1.3 million through the contact centre and 7.5 million over the counter—this is a critical leadership role delivering high-quality, customer-focused services across multiple channels and products aligned with enabling safe road access.You will support our core Regulatory services for Motor Vehicle, including debt services, Driver Licencing, and the Agent Helpdesk, and manage customer support for situations requiring high care due to regulatory compliance or incident management. Central to your role is building a highly capable, customer centric, and engaged workforce and leadership team, while driving the adoption of digital services in line with our service modernisation plan.Your key responsibilities will see you :

Providing strategic advice and insights to the Head of Customer Assisted Channels, contributing to the evolution of NZTA’s customer contact strategy and industry best practice.

Driving the strategic direction and business planning for a high-performing, customer-centric contact channel.

Leading the design and development of the Customer Contact Channel Accessing strategy, cascading it throughout the business.

Optimising resource management and workforce planning to ensure efficient, scalable service delivery across all customer touchpoints.

Collaborating with Digital teams to promote digital self-service options, while ensuring assisted channels remain responsive and accessible.

Leading and contributing to the design and implementation of change programmes and projects impacting customer contact channels.

Building and maintaining strong relationships with stakeholders, partners, and programme leaders to meet the evolving needs of customers accessing NZ roads.

Overseeing strategic governance, embedding deliverables and deadlines within a structured framework, and guide platform development.

Mentoring and developing the leadership team, fostering a culture of excellence, innovation, and accountability.

Establishing and monitoring KPIs, milestones, and deliverables to assess effectiveness and drive continuous improvement.This is a rare opportunity to shape the future of customer contact for NZTA, delivering exceptional experiences and supporting the agency’s broader goals of service excellence and innovation.You will find out more about the role in the .We are seeking to appoint at a salary between $188,127 - $219,481 commensurate with skills and experience.

Ko koe tēnei | About you

To be successful in this role, you’ll bring :

Strong operational leadership experience with proven success in leading large, nationally dispersed teams, ideally within public transport, government, or regulated contact centre environments.

Deep understanding of customer service delivery and operational excellence in a contact centre environment.

Demonstrated experience building an inclusive and high-performing leadership culture, with strong mentoring and coaching skills.

Experience in designing and delivery of continuous improvement including shift to lower cost to serve channels.

Proven ability to deliver strategic outcomes in a customer contact centre or operational setting.

Effective management of large operational budgets in a public service or large organisation.

Excellent stakeholder engagement and communication skills, with experience leading through change.

Experience using reporting tools and dashboards to track performance and inform decision making.

Strong leadership presence with the ability to influence and advise senior stakeholders.You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service.

Te Mahau – Customer and Services

Our group delivers great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making transactional and backend services simple, easy to use, and effective for the user. We are committed to improving the experience of people who interact with NZTA and our services and products, driving efforts to assess and elevate areas where the customer experience can be optimised. The Customer Channels team delivers a unified, seamless, and customer-first experience across all assisted service platforms—contact centres and support networks—blending operational excellence with data-informed decision-making and continuous service innovation.

Ka whiwhi koe i te aha | What you will get in return

At NZTA Waka Kotahi, you’ll join a team committed to making a difference for people, places, and New Zealand.

A competitive salary and benefits package.

Flexible working arrangements, including remote / hybrid options (role dependent).

5 weeks annual leave and an Income Protection and Critical Illness Insurance scheme for all permanent employees.

Find out more about our benefits .

Me pēhea te tuku tono | How to apply :

Please click apply to upload your CV and cover letter detailing your suitability for the role.

Rā Katinga | Applications close :

16 November 2025For further information, email : be considered for this position you must have a legal right to live and work in New Zealand.Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.

Lead the operational management and optimisation of NZTA’s Customer Contact Channel.

Drive continuous improvement and innovation in customer service delivery.

Shape the future of customer experience for millions of New Zealanders.

Location

Palmerston North or Wellington

#J-18808-Ljbffr

Create a job alert for this search

Customer Manager • WorkFromHome, Manawatū-Whanganui, New Zealand

Related jobs

Promoted

Manager Customer Contact Channels Travelling

New Zealand GovernmentWorkFromHome, Manawatū-Whanganui, New Zealand

Mō tēnei tūranga mahi | About this role • Lead the operational management and optimisation of NZTA's Customer Contact Channel for travellers. Drive continuous improvement and innovation in customer s...Show moreLast updated: 10 days ago

Promoted

Sr. Product Success Manager (for product managers who want to guide other product teams)

Aha!WorkFromHome, Manawatū-Whanganui, New Zealand

Product Success Manager (for product managers who want to guide other product teams).Be among the first 25 applicants.We are always hiring for this unique role. It is an essential position on the te...Show moreLast updated: 30+ days ago

Promoted

Associate Customer Success Manager

FederatoWorkFromHome, Manawatū-Whanganui, New Zealand

Federato is on a mission to defend the right to efficient, equitable insurance for all.We enable insurers to provide affordable coverage to people and organizations facing the issues of today - the...Show moreLast updated: 30+ days ago

Promoted

Customer Success Manager I | New Zealand

DeelWorkFromHome, Manawatū-Whanganui, New Zealand

Deel is the all-in-one payroll and HR platform for global teams.Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combine...Show moreLast updated: 30+ days ago

Promoted

Manager Customer Contact Channel Accessing

New Zealand Transport AgencyWorkFromHome, Manawatū-Whanganui, New Zealand

Lead the operational management and optimisation of NZTA’s Customer Contact Channel.Drive continuous improvement and innovation in customer service delivery. Shape the future of customer experience ...Show moreLast updated: 8 days ago

Promoted

Client Service Delivery Manager (Client Services)

DWFWorkFromHome, Manawatū-Whanganui, New Zealand

We are seeking a dynamic Client Contract Delivery Manager (CCDM) to oversee a portfolio of specific client contracts.This role is crucial for ensuring a consistent and remarkable client experience....Show moreLast updated: 30+ days ago

Promoted

Real Estate Agent |(Manawatu)

REAP RecruitmentManawatu, Manawatu / Wanganui, New Zealand

Opportunities for Existing & New Real Estate Salespeople | Multiple Offices & Brands | Apply Today to See Them AllREAP Recruitment specialise in (and are the largest advertiser of) recruitment oppo...Show moreLast updated: 30+ days ago

Promoted

Manager Customer Learning

New Zealand GovernmentWorkFromHome, Manawatū-Whanganui, New Zealand

Mō tēnei tūranga mahi | About this role • Lead strategic learning initiatives that elevate customer service across NZTA.Drive continuous improvement and innovation in training and coaching framework...Show moreLast updated: 10 days ago

Promoted

Operations Manager, Customer Success Operations

SmarterDxWorkFromHome, Manawatū-Whanganui, New Zealand

Operations Manager, Customer Success Operations.SmarterDx is seeking an Operations Manager to help optimize internal processes and partner with Customer Success Managers to better support our clien...Show moreLast updated: 30+ days ago

Promoted

Manager Customer Contact Channel Accessing

New Zealand GovernmentWorkFromHome, Manawatū-Whanganui, New Zealand

Mō tēnei tūranga mahi | About this role • Lead the operational management and optimisation of NZTA's Customer Contact Channel. Drive continuous improvement and innovation in customer service delivery...Show moreLast updated: 10 days ago

Promoted

Manager Customer Contact Channel Accessing

NZ Transport Agency Waka KotahiWorkFromHome, Manawatū-Whanganui, New Zealand

Te Whiwhinga mahi | The opportunity.As the Manager Customer Contact Channels – Accessing you will lead the operational management and optimisation of NZTA’s Customer Contact Channel, supporting cus...Show moreLast updated: 10 days ago

Promoted

Manager Customer Contact Channel Accessing

Waka Kotahi Nz Transport AgencyManawatu, Manawatu-wanganui, New Zealand

Te Whiwhinga mahi | The opportunity • •As the Manager Customer Contact Channels – Accessing, you will lead the operational management and optimisation of NZTA's Customer Contact Channel, supporting c...Show moreLast updated: 9 days ago

Promoted

Partner Sales Director - IHV Alliances

CanonicalWorkFromHome, Manawatū-Whanganui, New Zealand

Partner Sales Director - IHV Alliances.Be among the first 25 applicants.Partner Sales Director - IHV Alliances.Get AI-powered advice on this job and more exclusive features.Canonical is a leading p...Show moreLast updated: 30+ days ago

Promoted

Senior Manager, Customer Success

SmarterDxWorkFromHome, Manawatū-Whanganui, New Zealand

SmarterDx is seeking a Senior Manager, Customer Success who can help our customers thrive.In this role, you will ensure our health system clients maximize the value they find in SmarterDx by buildi...Show moreLast updated: 30+ days ago

Promoted

Channel Sales Manager, New Zealand

VerkadaWorkFromHome, Manawatū-Whanganui, New Zealand

Designed with simplicity in mind, Verkada's six product lines — video security cameras, access control, environmental sensors, alarms, workplace, and intercoms — provide unparalleled building secur...Show moreLast updated: 30+ days ago

Promoted

Manager Customer Contact Channels Travelling

New Zealand Transport AgencyWorkFromHome, Manawatū-Whanganui, New Zealand

Lead the operational management and optimisation of NZTA’s Customer Contact Channel for travellers.Drive continuous improvement and innovation in customer service delivery for millions of road user...Show moreLast updated: 8 days ago

Promoted

Manager Customer Learning

New Zealand Transport AgencyWorkFromHome, Manawatū-Whanganui, New Zealand

Lead strategic learning initiatives that elevate customer service across NZTA.Drive continuous improvement and innovation in training and coaching frameworks. Collaborate with cross-functional teams...Show moreLast updated: 8 days ago

Promoted

Customer Service Sales Manager - Remote

Business DevelopmentWorkFromHome, Manawatū-Whanganui, New Zealand

Career Opportunities with UniTrust Financial Group.Careers At UniTrust Financial Group.Current job opportunities are posted here as they become available. Are you looking for a rewarding career in t...Show moreLast updated: 30+ days ago