Here at South Waikato District Council, the community is at the heart of our priorities because we are an integral part of it. Our district provides accessible living, educational choices, breathtaking scenery and a community that takes pride in its warmth and friendliness.

Te āheinga: The opportunity

We are looking for an experienced and people-focused Customer Solutions Team Leader to lead our frontline Customer Solutions team within the Delivery Group.

This role leads the team responsible for delivering responsive, consistent and high-quality customer service across phone, digital and face-to-face channels, including the Customer Hub environment. You will support daily operations, staff development and service delivery performance while helping ensure our community has a positive and efficient experience when engaging with Council.

Working closely with internal teams and service areas, you will contribute to improving customer service processes and supporting effective coordination across the organisation.

Ngā kawenga me ngā mahi: Responsibilities and duties

As Customer Solutions Team Leader, you will be responsible for:

• Leading and supporting a team delivering customer service across the Customer Hub, phone and digital channels
• Monitoring service quality and supporting timely resolution of escalated customer issues
• Coordinating daily team operations, workflows and performance reporting
• Working in a team to provide coaching, feedback and development to support staff capability and service excellence
• Identifying opportunities to improve service efficiency, customer experience and team operations
• Working collaboratively with internal teams to support smooth service delivery across Council
• Managing team budgets
• Oversight and management of dog registration activity, ensuring a smooth, timely process and high standards of administrative accuracy.
• Supporting contract monitoring, system accuracy and compliance with organisational and privacy requirements
• Representing the team in meetings, working groups and improvement initiatives
• Working closely with the Library Team Leader to support seamless customer service delivery

He kōrero mōu: About you

To be successful in this role, we are looking for someone with:

• Strong customer service leadership experience in a fast-paced operational or contact centre environment
• Proven ability to lead, motivate and support frontline teams
• Strong systems literacy, attention to detail and experience managing budgets
• Excellent communication and interpersonal skills, including the ability to resolve conflict and build strong relationships
• Knowledge of local government service delivery or compliance environments (desirable)
• A professional, adaptable approach with a commitment to continuous improvement and change initiatives
• An awareness of, and commitment to, the principles of Te Tiriti o Waitangi and how this relates in a Local Government environment.

Ngā āhuatanga kei a mātou: What we offer

South Waikato is a great choice whether you’re seeking a quieter, more rural environment, a greater sense of community, or the chance to get out and enjoy fantastic rural villages, river and bush walks, water sports, hunting or fishing.

As extra perks, we provide employees with:

• Free flu vaccinations
• Subsidised skin-checks and eye tests
• Additional Christmas Leave (Council days)
• Ongoing training and development
• Free parking
• And much more!

This role is based in Tokoroa and is a fixed-term full-time position.

Check out what the mighty Waikato has to offer here: https://swnz.co/explore/

If you have any questions or would like to view the full Position Description, please email careers@southwaikato.govt.nz.

We will be reviewing applications as they arrive. A short CV and cover letter outlining why you think you are suitable for this role is ideal. You must have the legal right to live and work in New Zealand to be considered for this role.