Job Description:
Shape tomorrow in Rotorua: Your career starts here! Ready to make a lasting impact? Te Kaunihera o ngā Roto o Rotorua | Rotorua Lakes Council is your platform for meaningful change. With a team of over 400 staff, we're committed to forging a better tomorrow for the Rotorua community. In the heart of this thriving city, you'll find yourself immersed in natural wonders like geothermal pools and ngāwha | geysers, while enjoying the exhilarating mountain biking scene. Join a council that thrives on collaboration with Te Arawa, our local iwi, and embraces biculturalism at its core. From the Rotorua Lakefront Redevelopment to hosting the world-renowned Crankworx festival, you'll play a vital role in shaping our city's future. Start your journey with us today! Kei ā ko te toki, kei ā koe te kuru, whaoa te anamata! You have the chisel, you have the mallet! Join us and carve the future today! Lead the Way We Serve Our Community We’re seeking a confident, values‑led leader to manage Customer Solutions and shape how our community experiences Council services every day. This pivotal role leads Council’s contact centre and key customer‑facing and business support functions, playing a central role in service delivery from first contact through to resolution. As Manager, Customer Solutions, you’ll provide strategic direction and operational leadership for a sizeable, multi‑disciplinary team delivering contact centre services and business support across Council. Through three direct‑report Team Leaders, your group enables service delivery across multiple Council areas, including customer processing, rate payments, dog registrations, service requests, and administrative and coordination support. You’ll be accountable for service performance across all customer access channels, ensuring services are accessible, consistent, and responsive to community needs. You’ll oversee demand forecasting, workforce planning, performance frameworks, and the effective resolution of complex or high‑risk customer issues. This role is central to Council’s ongoing service transformation. You’ll embed a strong customer‑centred culture, use customer insight and data to drive continuous improvement, and build capability across teams. Working closely with senior leaders and service areas, you’ll translate organisational strategy into sustainable service models and lead change in a complex, politically accountable environment. We’re looking for an experienced people leader with a strong background in contact centre or customer service environments, proven experience leading leaders, and sound operational and financial acumen. If you’re motivated by improving customer experiences, enabling others to deliver great service, and making a meaningful difference for your community, we’d love to hear from you. Click this link to see the Position Description Apply now and help shape a customer experience our community can trust. Te Kaunihera o nga Roto o Rotorua (Rotorua Lakes Council) is committed to working in partnership with Te Arawa, our local iwi. We aspire to being a bicultural organisation and we value staff who speak te reo Maori, have an appreciation of Maori values, and a working knowledge of tikanga Maori. Sound like you? Click the Apply button.
