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Manager - Customer Enquiry

Employer:
NZ Ministry of Education
Job Category:
Communications, media, & marketing
City/Town:
Region:
Wellington
Job Type:
Ongoing - Full Time
Posted Date:
13-Aug-2019
Closing Date:
21-Aug-2019
File Attachment:
File Links:
Employer Website:

Job Description

Kia ora, Bula Vinaka, Fakaalofa lahi atu, Fakatalofa atu, Kia orana, Malo e lelei, Malo ni, Talofa lava, Tena koutou katoa and welcome.

  • Permanent - Full time
  • Provide direction & leadership to customer enquiry activities

Help shape the future of Education

At the Ministry of Education, we work together to shape an education system that delivers equitable and excellent outcomes.

Our organisation is made up of more than 3,000 talented and committed people around New Zealand, from a wide range of backgrounds and cultures.

While we work in different groups and on different things, we all strive every day to make the biggest difference we can for every child, young person and adult student in our education system.

About us

Education Infrastructure Service (EIS), a part of the Ministry of Education, creates and supports safe, healthy, inspiring and ICT enabled learning environments. EIS manages the Crown's second largest property portfolio of around 2,500 schools with a book value of $17.8 billion, is responsible for the largest payroll in the country, and transports over 100,000 students to and from school each day.

About the role

You will provide direction and leadership to customer enquiry (including complaints and feedback) activities across EIS. This includes aligning EIS processes with that of the wider Ministry; supporting the development and maintenance of systems for the management of customer enquiries; and taking a leading role in the maintenance of an EIS-wide customer enquiry reporting and tracking system.   

You are the subject matter expert who will confidently drive forward the EIS's customer enquiry performance process, reporting to the Director, Business Improvement.

Please note further information is available in the attached Job Description.

About you

You will have significant and relevant experience working as a customer service executive including leading the investigation of complex customer enquiries and complaints.

You will also offer: 

  • The ability to provide appropriate advice to all levels in the hierarchy of the organisation
  • Good and relevant knowledge of customer enquiry management systems and databases and in managing, analysing and using data
  • Experience in facilitating complex conversations across business units
  • Excellent relationship-management skills.

This opportunity will provide the right candidate with interesting and challenging work and the ability to develop and grow their career.

If you'd like to bring your skills to a rewarding role within an organisation that's continuously reaching goals and striving for a better future for New Zealand, we'd love to hear from you.

Are you ready to make a difference?

We welcome candidates from diverse backgrounds, including Māori, Pacific and those with disabilities, who will enrich our understanding of the education system.

As a government agency, the Ministry is committed to keeping to the Treaty of Waitangi's guiding principles in our work for and with Māori students, their whānau, hapū and iwi.

Please review the Job Description and if this opportunity interests you, and you meet the requirements, apply now using the ‘Apply Online' button. 

For further information please contact Stephanie Phillips at eis.recruitment@education.govt.nz

Applications close midnight - Wednesday 21 August 2019.

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