Manager Contact Centre

We are seeking an inspiring, community-minded Manager Contact Centre to lead our front-line customer service team. In this pivotal leadership role, you will guide a dedicated team of 14 people (including a Team Leader and Contact Centre Operators) who handle public enquiries across Metlink public transport, regional parks, and environmental management. If you want to use your contact centre expertise to help our region and its people prosper, this is the mahi for you.

About the role

As the Manager Contact Centre, you will drive a 'customer first' culture, leading daily operations and steering the strategic direction of our customer support channels. You will collaborate closely with internal stakeholders and ensure our community receives timely, accurate, and high-quality service across phone, email, and social media channels. Key responsibilities include:-

• Operational Leadership: Oversee daily operations, manage a $1.3m team budget, and utilise workforce forecasting to manage rosters and resource requirements.
• People & Culture: Mentor, coach, and motivate a team of 14, embedding a culture of high performance, continuous improvement, and psychological safety.
• Stakeholder Management: Act as a critical partner to the Metlink and Environment business groups, ensuring service standard expectations are met or exceeded.

Skills and experience required

To be successful in this role, you will be a courageous, adaptable leader with a strong strategic and operational mindset. Our ideal candidate will have:

• Proven Leadership: Strong background leading and managing customer-focused delivery teams within a contact centre environment.
• Technical Mastery: In-depth knowledge of modern contact centre practices, reporting metrics, continuous improvement frameworks, and technologies.
• Relationship Building: Exceptional communication skills with a proven track record of managing internal and external stakeholders in a mana-enhancing way.
• Commercial Acumen: Strong proficiency in managing operational budgets and executing financial delegations (up to $60k).
• Cultural Capability: Capability in Te Reo Māori (or a strong willingness to develop it) in alignment with Greater Wellington's Māori Capability Framework.

What we offer

• Work to suit your life and whānau with our flexible working policy.
• We'll encourage you to grow and prosper with a range of learning and development opportunities, internal secondments and career progression.
• Your wellbeing is our priority - we'll provide medical and trauma insurance, support through our employee assistance programme, including Rongoā Māori partner providers, generous annual leave, along with Tangihanga leave and support.
• We want you to have a sense of belonging, where you can reflect your personal and cultural identity in the way that you work.
• Social clubs, staff networks and a friendly and inclusive culture.
• Great working environments across our beautiful region.

Come help treasure and grow our rohe together

Our rohe and its lands, waterways, animals, plants and people can only grow stronger if they are nurtured.

To join our team is to step up and commit to playing an active part in this important mahi. That means restoring nature, connecting people and places, reducing environmental impacts and helping this rohe and its people prosper.

We are part of a collective movement alongside mana whenua and community members whose hopes for the future of this region are just as high as your own.

Our efforts across environmental management, public transport, flood protection, regional parks and water supply are interconnected and integral to treasuring our rohe and growing our future.

How to apply

Greater Wellington is proud to be a member of Te Uru Tāngata Centre for Workplace Inclusion. We value diversity and are committed to an inclusive, flexible, and supportive workplace. We encourage candidates from all backgrounds and welcome the unique talent and experience you will bring to our team.

We are passionate about ensuring our recruitment processes are fair and equitable. Please let us know if you have any accessibility needs or adjustments that need to be made so we can offer a recruitment process that is more accessible to you.

Click on the Apply link to view the position description and to apply for the role with a cover letter and CV. All applicants will be required to provide proof of their eligibility to work in New Zealand as we are unable to provide sponsorship for this position.

For further information, please contact Bruce Horsefield, 021931267.

Applications close: 5.00pm, Monday, 12 October 2026 . However, we will be shortlisting applications as they come in and will interview as soon as possible to secure the right person.

Greater Wellington is an accredited Living Wage Employer. We're committed to making sure our people, including people in our supply chain, earn enough to meet life's basic needs, support their whānau, and participate fully in their communities.

The total remuneration for this position, including all benefits, is $101,204 to $151,806 per annum, with a midpoint of $126,505. Starting remuneration will depend on the skills and experience of the successful applicant.

Agency applications won't be considered at this time.