Auckland, Auckland, New Zealand
Service Manager in a high-volume Work and Income NZ contact centre, leading and developing a team of Customer Service Representatives to deliver high-quality, client-focused service. Oversees daily operations, performance, and workforce planning while ensuring adherence to policies, KPIs, and privacy standards. Coaches and supports staff through regular feedback, training, and performance management, fostering a positive and resilient team culture. Skilled in stakeholder communication, problem-solving, and managing complex or escalated cases. Drives continuous improvement initiatives, enhances customer satisfaction, and consistently achieves operational and service delivery targets.
Team Leader – Online Content (Secondment) within Service Delivery Communications, leading a team of content designers on a major transformation project to consolidate multiple knowledge bases (Silverstripe and Confluence) into streamlined, user-focused platforms on SharePoint. Managed end-to-end content delivery, including auditing and simplifying complex processes into clear, plain language, while improving information architecture, content categorisation, and search optimisation. Delivered against tight project timeframes through strong planning and prioritisation, and played a key role in stakeholder engagement—building alignment across siloed business groups to drive adoption and support. Recognised for leading a high-performing team and contributing to a successful transformation initiative that improved accessibility and usability of internal knowledge resources.
Service Manager in a high-volume Work and Income NZ contact centre, leading and developing a team of Customer Service Representatives to deliver high-quality, client-focused service. Oversees daily operations, performance, and workforce planning while ensuring adherence to policies, KPIs, and privacy standards. Coaches and supports staff through regular feedback, training, and performance management, fostering a positive and resilient team culture. Skilled in stakeholder communication, problem-solving, and managing complex or escalated cases. Drives continuous improvement initiatives, enhances customer satisfaction, and consistently achieves operational and service delivery targets.