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Manager Customer Contact

Tertiary Education Commission
Job Category:
Wellington - Wellington
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
File Attachment:
Manager Customer Contact JD March 2018.pdf (PDF, 410KB)
Job Specification

Employer Website:

Job Description

Manager Customer Contact


The Tertiary Education Commission's (TEC) mission is to ensure that all New Zealanders are equipped with the knowledge and skills they need for life long achievement. TEC invests $3.2 billion annually in the tertiary education system. With the integration of Careers New Zealand in July 2017, and an ambitious strategy to regenerate the sector, TEC is reorganising its entire organisation to meet these challenges. This new position follows a strategic and functional realignment of the Commission to support its focus on New Zealand's future success.


Reporting to the new role of Deputy Chief Executive Delivery, this role is responsible for leading the team of people directly interacting with our customers, including Advice Line (career pathways planning for learners and influencers), and Sector Helpdesk (advice and support for tertiary education organisations), and the newly created roles of Relationship Advisors.


This role is all about building a proactive and customer-centric strategy and culture that aligns with other customer-facing teams in the TEC. For TEOs this includes developing and implementing a proactive customer contact and relationship management approach for the large number of TEOs not managed by the Relationship Managers (who manage the ‘top 150'.)


The ideal candidate will have:

  • Strong customer focus and a proven record of planning and delivering a proactive customer service
  • Knowledge and a strong interest in using new technologies to facilitate the work
  • Experience in leading and developing teams, including experience in coaching and mentoring professional staff, and encouraging them to develop a systems approach to the work
  • Strong communication and interpersonal skills, including experience in ensuring knowledge gained is circulated back to the rest of the organisation


For more information about this role, please refer to the attached role description.


If you are interested in this opportunity, please follow the application process through


Applications close: 12.00pm Monday 23 April 2018

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