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Customer Service Manager

NZ Defence Force
Job Category:
Wellington - Upper Hutt
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
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Closing Date:
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Job Description

What you will do
As the Customer Services Manager you'll be responsible for the overall management of the Human Resources Service Centre (HRSC) Customer Services Teams.

The Customer Services teams are responsible for providing first level query resolution and delivering HR administration functions for the NZDF.  Delivery of services are provided through varying access channels including self-service portals, telephone, email, other internal communication systems, and paper-based communications.

You'll ensure that all communication and administration handled by the teams is answered within the agreed service level agreements and to key performance and quality standards.  You'll be responsible for the effective use of team resources and for meeting and setting customer service targets as well as planning areas of improvement or development.

As a part of the overall HRSC management group you'll participate in the ongoing leadership and development of the Service Centre.

What we need

An experienced and focussed leader with management experience within a customer centric/service delivery role, ideally in a large organisation.  Your focus on providing customers with superior service in a highly accurate and with timely delivery will be crucial to your success in this position.

You'll be experienced in leading and anchoring change within teams to achieve vision, values and guiding principles.  Your skills in relationship management with a customer service focus and providing continuity to your teams are key strengths, as are your skills in building effective and high performing teams.

Along with your excellent organisational, planning and project management skills, you'll also be skilled in risk management and troubleshooting, including risk analysis, control implementation and monitoring of results.  You'll be experienced in identifying, researching and applying leading practice initiatives, resulting in improved performance and service levels.

Who we are

Every hour of every day, 365 days of the year, the New Zealand Defence Force is contributing to the defence, security and well-being of Aotearoa / New Zealand.  As a modern, professional military, it is our goal to maintain well trained, equipped and disciplined armed forces that can react to crisis at short notice.

The HRSC is responsible for providing HR Administration and payroll support to all NZDF Personnel. It's a one-stop-shop for all staff to have their HR needs met by a client focused specialist HR group. This allows the NZDF to improve the efficiency and costs of our support functions, in favor of enhancing our military capability.
Why Us
Along with the convenient Trentham location with free parking and access to camp facilities there are a range of benefits.  Check out the great benefits for you and your family when you join NZDF!
How to Apply
To view the Position Description and to Apply Online please use the links on this page. For further information, contact Emma Wade on (021)193 3348, quoting NZDF-1901021.

Applications close at 4:30pm on Thursday 24 January 2019.

Please note: Applicants must be legally entitled to work in New Zealand (NZ) and be able to obtain and maintain the required level of NZ Government security clearance for the position applied for. The minimum citizenship and residency criteria for security clearances to be granted by the NZ Defence Force are as follows:

Low level Security Clearance

  • most preferably a NZ citizen, who has resided in this country continuously for at least the last five years, OR
  • is a citizen of, and/or has resided continuously in one or more of the following countries for the last five years: either Australia, Canada, NZ, the United Kingdom (UK) or the United States of America (USA); and has a background history that is verifiable and can be assessed as appropriate by the NZ Security Intelligence Service (NZSIS) towards a recommendation of suitability for a security clearance at this level.

If you do not meet these minimum criteria, we will not be able to accept your application.  

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