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Manager Contact Centre Services (Permanent) - Hamilton

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

Manager Contact Centre Services, Hamilton
Ministry of Social Development
Permanent, Full time 
  • Lead through a principles-based approach
  • Culture of continuous improvement 
  • Provide thought leadership and execute strategy
We are looking for an exceptional people leader who has an engaging and positive approach to lead our complex and fast-moving Hamilton Contact Centre. 
About us 
We have an important role to play. Every call we take impacts New Zealanders lives. We need to get it right the first time, so we have capacity to assist those who need our support most. The work is varied and diverse; we receive a range of queries including childcare subsidies, income support entitlements, housing assessments, extra help financial assistance, hardship grants and requests for information to name a few.
About you
As the Hamilton Contact Centre Manager, you are responsible for leading a dedicated team of 130 professionals to deliver outstanding customer service to New Zealanders. You enjoy leading from the front and encouraging service excellence at every opportunity. You will play a key leadership role in an integrated service response, focussing on our housing, multilingual and working age teams. Our five principles, Kotahitanga, Manaakitanga, Whakanui, Whakawhanaungatanga and Hononga, will guide you and your team towards success.
Reporting to the General Manager Contact Centre and Digital Services you'll:
  • provide strong, effective leadership to a team of 11 direct reports ensuring we're working as one -Kotahitanga
  • lead the operation of the Hamilton and Housing Contact Centre's responsible for the overall performance, including the successful implementation of Service Delivery and Ministry initiatives
  • create a welcoming and positive environment for our staff – where we look after each other Manaakitanga and provide a fantastic service to New Zealanders that need our help
  • motivate, inspire and influence those around you to achieve/exceed targets and expectations – and then take time out to celebrate your successes - Whakanui
  • provide guidance, support and coaching to develop the leadership capability in your teams
  • build relationships – Whakawhanaungatanga, with other MSD teams to make sure we're connected and delivering an integrated service
  • be committed to continuous improvement - always connecting back to our purpose – Hononga and looking for better ways of delivering our services.


You will also be involved in:


  • recruitment and training of new employees
  • performance management and providing individualised coaching
  • assisting in the completion of regular assessments  
  • monitoring and reporting on performance at an individual, team and unit level
  • advancing the professional development of the team
  • supporting wider MSD initiatives.




  • ability to influence change and implement continuous improvement initiatives
  • regular coaching and development opportunities
  • great location near public transport and amenities
  • competitive salary in line with skills and experience.


How to apply.   Please apply online with your CV and cover letter outlining your suitability for this position. (Current MSD employees must apply via thier myHR portal on a work PC)

For a further discussion about the role contact Geoff, GM Contact Centre and Digital Service on (04) 916 3168.


Applications close: Wednesday 23rd January 2020 at 11.00pm

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