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Manager Contact Centre Services (Permanent) - Lower Hutt

Ministry of Social Development
Job Category:
Wellington - Wellington
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
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Job Description

Manager Contact Centre Services, Lower Hutt

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 StudyLink Contact Centre in Lower Hutt.


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.  StudyLink connects people with the information about student finances and other study-related information as well as providing support to New Zealanders across a wide 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 StudyLink Contact Centre Manager, you are responsible for leading a dedicated team of up to 150 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 services for students.  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 9 direct reports ensuring we're working as one – Kotahitanga
  • Lead the operation of the StudyLink Contact Centre
  • 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 
  • 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 their 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 29th January 2020

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