Group Lead Customer Interaction - Individuals

Posted on 01-Dec-2017
Application Close Date: 13-Dec-2017
Job Details
Customer Service & Relationships
Position Type:
Permanent Full-Time
Job Reference:
Note clip197 Group Lead Role Description.pdf (PDF, 159KB)
Job Specification

Our transformed organisation is taking a big step forward, with appointments to be made into the senior leadership teams of the newly formed Customer & Compliance Services groups (CCS).

This role, based in Wellington with a regional focus, is one of two new opportunities responsible for improving our customer's experience and long-term compliance, and championing IR's customer-centric and intelligence–led culture.

Reporting to the Customer Segment Leader Individuals, the Group Lead Customer Interaction will establish a customer interaction environment for shared positive outcomes, leading our people to make the right decisions through empowerment and support.

Principally you will ensure our teams deliver the desired outcomes for our customers. To enable this, you will build and manage sustainable relationships with your colleagues, including Data and Analytics, Marketing and others in the development of digital channels.

As such, we are looking for some key attributes in your background, including:

  • Significant expertise in leading teams who work directly with diverse community groups.
  • Being a recognised authority and thought-leader in your area, with an understanding of broader systems context. 
  • Deep experience of multi-channel Contact Centre management in a large and complex organisation,including expertise in relevant methodologies and techniques. 
  • Technical stewardship and accountability for 'best practice'/standards in a large and complex organisation.

To achieve these outcomes you will partner with other leaders to develop and deliver an integrated customer strategy to represent IR, and our partner agencies, in different communities to support the provision of joined-up services.

You will have the appropriate credibility, skills and knowledge to provide services to Māori customers in the spirit of the Treaty of Waitangi.

The team here care very deeply about providing a quality service for our customers; our front-line experts provide help and guidance to a hugely diverse customer base, covering New Zealand and abroad.  You'll be working alongside genuine people who strive to make a difference - strategic thinkers with an action bias.

For a confidential discussion please contact Erina Jamieson, Recruitment Advisor, on 04 890 0450.

Applications close on Wednesday 13th December - we look forward to reading your cover letter and CV submitted via the Inland Revenue website soon.