Manager Customer Relations
Core
Provide enterprise-level leadership for NZTA's complaints management approach, developing a centralized model to turn complex complaint data and customer feedback into strategic insight and action.
Role type
Manager, Customer Relations (Complaints)
Builds
A coordinated, centralized enterprise complaints management model and governance framework.
Domain
Public sector / Land transport / Customer experience
Deliverable
dashboards & analysis
Required skills
Strategic leadership, enterprise operating model design, data analysis, stakeholder influence, regulatory compliance, team leadership, continuous improvement
Preferred skills
Experience with Ombudsman/Ministerial escalations, Te Ao Māori knowledge
Responsibilities
Lead the Customer Relations function and set strategic direction; Drive implementation of a centralized complaints model; Ensure timely resolution of complex and high-profile complaints; Provide strategic advice and reporting to senior leaders; Champion customer service standards across the organization; Lead teams through organizational change.
