Kia Ora, Kia Orana, Mauri, Bula Vinaka, Fakatalofa atu, Taloha ni, Malo e lelei, Noa'ia, Fakalofa lahi atu, Talofa lava and Warm Pacific Greetings!
Kāinga Ora has an exciting opportunity for someone to join our organisation as the new Manager - Customer Channels to:
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- Strategically lead diverse frontline teams delivering voice, digital and interagency services to our customers
- Implement and continually grow the customer channels strategy to enhance service delivery to our customers
Mō mātou - Our Organisation
At Kāinga Ora, ours is the important responsibility of transforming New Zealand's housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive.
What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders' lives. With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build the future of Aotearoa.
We are passionate about transforming New Zealand for the better. That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.
Kāinga Ora values diversity and supports a range of employee-led networks to ensure supportive working environments.
Ko tā mātou mahi - Our Role
Part of the National Services Group, our Practice and Customer Contact teams are responsible for the delivery of national customer service delivery functions, and enablement functions to support operational excellence across regional teams to ensure customers remain at the heart of what we do at Kāinga Ora.
The Manager Customer Channels will unite every contact point that Kāinga Ora customers, partners and stakeholders have with us. We're transforming our business and this is a fantastic opportunity for you to implement, deliver and continually refine a strategy that will bring together all our digital and voice interfaces and ensure the best possible customer experience. In addition, you will provide day-to-day leadership to our operational people leaders managing the channels and ensure quality performance and service is achieved. To achieve a cohesive transformational change for our people, you'll work collaboratively across Kāinga Ora, and with our interagency partners, and in particular with channel customers and owners, to drive service innovation and improvement with a community support system in place.
Ngā pūmanawatanga ōu - What you will bring
This is a key role which requires a solid understanding of managing customer contact and processing centres coupled with an in-depth understanding of channels and what it takes to ensure exceptional customer experience. Kāinga Ora welcomes skills that can be demonstrated through a range of work, community, whānau and personal experiences:
- An inherent customer service ethos and passion to deliver an exceptional experience both internally and externally
- A track record of developing and embedding new and innovative practices in a complex and demanding environment
- An inspirational leadership style and strong experience in respectfully and effectively building, interacting and leading diverse high performing teams.
- Demonstrated ability to build and develop effective collaborative partnerships internally and externally to facilitate systems level change
- Versatile and able to navigate effectively in a multi-faceted and demanding environment
- Demonstrated experience in implementing consistent processes and procedures
We offer competitive salaries, five weeks' annual leave and a benefits package including a range of insurances, flexible working arrangements and career development. These benefits are described in more detail here https://careers.kaingaora.govt.nz/a-great-place-to-work/benefits
As a Kāinga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need. We want to ensure you are healthy and have work-life balance. We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.
Ō Tātou Uara - Our Values
Our values were developed by us, for us. They unite us as an organisation and guide how we work every day. Our values are:
- Manaakitanga - People at the Heart
- Mahi Tahi - Better Together
- Whanake - Be Bold
To view the position description and apply for this role, please follow the online process via http://careers.kaingaora.govt.nz. Please note: all applicants, including existing employees, need to follow this process. If you have any questions, please contact the recruitment team via Kaingaora.recruit@kaingaora.govt.nz
For a confidential discussion, please reach out to Enna Cecilio on 021374812.
Applications close at 11:55pm on Thursday, 3 August 2023.
We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.
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