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Customer Engagement Manager

Employer:
Tertiary Education Commission
Job Category:
Customer services
City/Town:
Wellington - Wellington
Region:
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
29-Oct-2019
Closing Date:
17-Nov-2019
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Job Description

If you're looking for your “why”, then come and join us at TEC. We truly believe in the transformational benefits of education and vocational training. We invest $3 billion a year in tertiary education and training and seek to lift the aspirations and skill bases of all New Zealanders from ages 7 to 74.

Our customer contact group are responsible for building trust and satisfaction through effective and high-quality customer service. You will be joining us in the early stages of establishing our contact centre as a Customer Engagement Manager, giving you an opportunity to have a significant impact on building our customer-focused culture.

We're looking for a person who can put the customer at the heart of everything we do and work proactively to influence and understand how changes will impact our customers.

 

What will you be doing?

  • Influencing and contributing to upcoming changes (e.g. marketing, career options, fund changes, policy) that will impact our customers and ensure TEC has the customer in mind when designing change.
  • Identifying opportunities where we can support our customers more effectively by solving escalated or complex issues,
  • Networking internally, and across the sector, and other government organisations to ensure we can offer great customer service.

 

What will you bring to the role?

  • Networking and influencing skills that allow you to bring the customer to the forefront internally and externally.
  • Ability to review and understand proposed changes and their potential impact on our customers.
  • Ideally, experience solving complex or significant issues in a customer contact centre environment.
  • Organisation skills allowing you to manage issues from identification to resolution.
  • A good sense of humour and willingness for fun!

 

What will you get in return?

  • Join us at an exciting time where we are building our customer service approach and standards, have real impact.
  • Collaborative team and supportive manager.
  • $100k – $125k+, depending on experience.
  • A range of benefits including flexible working options, a wellness programme and the ability to purchase extra leave.

 

The TEC is an equal opportunity employer and committed to providing a working environment that embraces and values diversity and inclusion. Your unique talents and experience will help us deliver exceptional services to New Zealand. We look forward to your application.

 

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