About Us

Whangarei District Council is a key player in ensuring that Whangārei and its communities continue to prosper. We are charged with providing local government services to around 98,300 people in the Whangārei District, managing $1.5bn of community, waste, water, and transport assets, as well as land use in the district, which stretches from Langs Beach in the south to Bland Bay in the north.

We believe every employee at WDC has a key role to play in making our district an awesome place to live. We do that by giving superb service to our customers; we do it by working together as a group; we do it by building a culture where we can all contribute our ideas; and we do it by focusing on our outcomes. If this sounds like it could be your place and your people, please read on!

About the role

As our Team Leader Contact Centre, you will lead a team of 7 x Customer Service Representatives dedicated to delivering excellent customer service at first point of contact.

We feel this role will ideally suit a highly motivated and engaged people leader who really understands our customers and what is required to deliver a customer first culture. You will be comfortable in driving continuous improvements and thrive in an environment where collaboration and connections are key to achieving positive outcomes for our customers.

Core responsibilities of the role include:

• Advocating and embedding a culture of ‘customer first' within the team, department, and wider organisation.
• Ensuring information provided by your team is up-to-date and complies with relevant legislation.
• Engaging in continuous improvement initiatives across first point of contact systems and services
• Collaborating across Council teams to improve request management processes.
• Oversee management of after-hours contractors, ensuring KPIs are achieved.
• Meeting agreed financial targets, achieving best value for money.
• Contribute to the development of customer focused policies and procedures.
• Ensuring team members are mentored and coached effectively throughout recruitment, performance management and training and development.

Our successful candidate will preferably hold:

• Diploma level (Level 4) qualification in customer service
• 5+ years' experience in a customer-oriented position in a medium to large organisation
• Experience in system management with a demonstrated ability to monitor, interpret and report data.
• Exceptional problem solving and relationship management skills.
• Experience in leadership and building a team culture.
• Health and Safety experience including contribution to H&S policy and procedures.
• Experience in leading projects, initiatives or change processes.

What can we offer?

As well as living in an amazing part of the world, we tick a lot of boxes when it comes to looking after our people. We reward good performance, celebrate diversity, encourage continuous improvement, and treat everyone with respect - honoring the Te Tiriti and practicing Manaakitanga in everything we do.

Our people enjoy continuous learning and development opportunities, a range of flexible working options, health insurance, life insurance and paid professional memberships.

With a stunning natural environment, great schools, and short commutes, working with us here at Whāngarei District Council will be the positive change you have been looking for. All you need to bring is your energy, your culture, your skills and experience, your dreams… and make it happen!

Ready to apply?

If you are ready to embark on this exciting journey with us, please send through your C.V and a compelling cover letter outlining why you're a great fit for this role!

We understand not all applicants will meet all our preferred criteria. Don't be discouraged. Please highlight any transferrable skills and life experience you can confidently offer in equal contribution.

If you have any questions, please feel free to contact Sian Leith in the People and Capability team on (09) 470 3091 or 0800 932 463.