Head of Customer Service at New Zealand Lotteries Commission, Auckland (T&#257maki-makau-rau)

Mō tēnei tūranga mahi | About this role

Your day-to-day / Āu mahi ia te rā:

In this role, you'll sit at the heart of how Lotto NZ supports and delights both our retailers and players. You'll lead the end-to-end customer service function, ensuring every interaction is seamless, high quality, and aligned to our brand and values.

On any given day, you'll be:

• Leading a high-performing, multi-channel Customer Service team to deliver against service, productivity and resourcing targets across voice and digital channels.
• Driving a consistent, high-quality omni-channel experience that reflects our commitment to customers and communities.
• Setting and executing the Customer Service strategy, balancing customer experience, cost, risk, and business performance.
• Shaping and evolving our contact centre operating model to improve efficiency, scalability and customer outcomes.
• Using insights, customer feedback and performance data to continuously improve service delivery and resolve emerging issues.
• Leading the team through peak demand periods and complex incidents with calm, decisive leadership, taking ownership of critical situations when it matters most.
• Leading transformation initiatives, including the adoption of new technologies, automation and self-service capabilities.
  

You'll also play a key role in major enterprise initiatives, ensuring the customer and retailer voice is embedded in change, and that our service model evolves as the business grows and transforms.

Your team / Tō rōpū:

You'll lead a large, passionate and multi-skilled team across our Customer Service function ' spanning in-house specialists and external partners.

This is a team that plays a critical role in how Lotto NZ shows up to its customers every day ' from frontline contact centre support to driving continuous improvement and service excellence across channels. Together, they are focused on delivering exceptional service while supporting Lotto NZ's purpose of safe play and positive community impact.

As a senior leader, you'll:

• Create the culture and environment that enables the team to thrive and perform at their best.
• Lead and develop leaders, building capability and growing a strong, customer-centric culture.
• Partner closely with senior stakeholders across the business and external suppliers to align priorities and deliver outcomes.
  

This is an opportunity to shape the future of customer service at Lotto NZ ' leading a team that has both scale and impact, and a clear mandate to evolve and improve.

A bit about you / He kōrero mōu:

As an experienced customer service leader, you're passionate about delivering exceptional experiences and building high-performing teams.

• You thrive in complex, fast-paced environments, balancing customer needs with commercial and operational outcomes. You're equally comfortable setting strategy and getting into the detail when needed, bringing a calm, considered approach under pressure.
• You're confident stepping into complex or sensitive customer situations, able to listen, de-escalate and represent the organisation with credibility and authority.
• You excel in evolving environments, bringing a mindset of continuous improvement and leading others successfully through change.
  

You'll bring:

• Significant senior leadership experience in customer service, contact centre, or customer operations environments.
• A proven track record of leading large, multi-channel teams and delivering strong performance across customer, people and commercial measures.
• Deep expertise in contact centre operations, including service levels, workforce planning, quality assurance and customer satisfaction metrics.
• Experience setting strategy and leading transformation, including technology-enabled service improvements (e.g. automation, self-service, digital channels).
• A mindset for continuous improvement, with a track record of leading change successfully.
• Strong commercial and analytical thinking, with the ability to use data and insights to drive better decisions and outcomes.
• The ability to influence and partner at a senior level and build trusted relationships across the organisation and with external partners to progress initiatives and deliver outcomes.
  

Most importantly, you're a people-first leader ' someone who develops others, creates clarity and accountability, and builds a culture where high performance and great customer outcomes go hand in hand.