Manager Customer Contact Channels Travelling

Overview

Lead and optimise NZTA's traveller customer contact channels across multiple services.

Key Responsibilities

• channel optimisation
• budget management
• continuous improvement
• stakeholder alignment
• governance
• workforce planning

Tasks

-Empower, mentor, and develop your leadership team to deliver excellent customer service. -Ensure delivery of high-quality, customer-focused services across all channels supporting road travel products. -Foster a culture of excellence, innovation, relationship management, and accountability within the team. -Drive continuous improvement and innovation in customer service delivery for millions of road users. -Strengthen operational relationships with external service providers, ensuring alignment with NZTA’s strategy and service principles. -Influence and collaborate with strategic stakeholders across the organisation to ensure the channel’s requirements—access, systems, processes, capability, and resources—are met. -Shape the future of customer experience across State Highways, RUC, Tolling, and Motu Move. -Lead the operational management and optimisation of NZTA’s Customer Contact Channel for travellers. -Effective management of large operational budgets in a public service or large organisation. -Champion change initiatives, oversee governance and performance monitoring, and ensure effective communication, engagement, and adoption of new projects. -Lead relationship management across NZTA for key service offerings, including State Highways, Road User Charges (RUC), Tolling, and Motu Move. -Drive and embed continuous improvement initiatives, optimise resource use, and support strategic and government-driven programmes. -Provide strategic advice and support to the Head of Customer Assisted Channels, including insights on industry trends and customer strategy evolution. -Oversee business planning, resource management, and workforce planning for efficient, scalable service delivery.

Requirements

• contact centre
• leadership
• stakeholder
• reporting
• coaching
• improvement

What You Bring

-Deep understanding of customer service delivery and operational excellence in a contact centre environment. -Proven operational leadership experience with success in leading large, nationally dispersed teams, ideally within public transport, government, or regulated contact centre environments. -Excellent stakeholder engagement and communication skills, with experience leading through change. -Proven ability to deliver strategic outcomes in a customer contact centre or operational setting. -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. -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.

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Benefits

-5 weeks annual leave and an Income Protection and Critical Illness Insurance scheme for all permanent employees. -Flexible working arrangements, including remote/hybrid options (role dependent). -Competitive salary and benefits package.

About Nz Transport Agency Waka Kotahi

-Committed to enhancing transport systems for safer and more sustainable roads. -Key focus on improving safety, reducing congestion, and supporting economic growth. -Works on high-impact projects like highway upgrades, bridge construction, and public transport systems. -Partners with local councils, contractors, and government bodies to drive transport innovation. -Focus on long-term projects, including future-proofing infrastructure for urban and rural areas. -Committed to integrating new technologies, like electric vehicle charging infrastructure.

Sector Specialisms