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Service Manager, Contact Centre Services - Christchurch

Ministry of Social Development
Job Category:
Canterbury - Christchurch
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

Ministry of Social Development

Service Manager – Work and Income Christchurch Contact Centre

Permanent, Full Time

You will lead a team of Customer Service Representatives who are responsible for delivering exceptional service to our clients.  You will motivate, coach, encourage and inspire your team to success. Your ability to establish credibility and manage relationships across diverse internal and external audiences will also be evident.  In our changing environment you will play a key role in ensuring the successful delivery of the services we provide to clients and stakeholders nationwide and contribute to the overall performance of the Ministry. As a member of the Contact Centre leadership team you will bring fresh perspective and innovative ideas to help deliver on strategic objectives.

You will use your expertise in coaching to encourage and inspire your team to provide exceptional customer service to clients in our ever-changing environment. In this fast-paced role you will be responsible for quickly de-escalating and resolving complaints in line with the Ministry's policy and legislation, as well as many aspects of general contact centre management practices and HR. 

We are looking for someone who holds the following attributes:

  • proven leadership experience
  • cultural awareness and understanding
  • excellent communication and relationship management skills
  • strong planning and organisational skills
  • exceptional customer service performance
  • experience with risk/issues management and conflict resolution.

We offer

  • Supportive team environment
  • Learning and professional development opportunities
  • Regular coaching and supervision
  • Competitive salary starting from $75,000, in line with skills and experience

How to apply:

Please apply online with your CV.  A cover letter is not required; instead please answer this question in your online application form: 

  • Please tell us about a time you increased customer service delivery by successfully coaching a team (max. 5000 characters)


Please note:  If you currently work for MSD, you will need to apply through your myHR careers portal at work so your application connects to your internal profile.


If you have any further queries about the role please contact Michelle Russell, Executive Administration on (03) 963 8401 or at  

Job reference number: 28559


Applications close:  Tuesday 28th May 2019


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