Head of Customer Relations & Complaints Strategy

NZ Transport Agency Waka Kotahi

Palmerston North

On-site

NZD 158,000 - 176,000

Full time

8 days ago

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Flexible working arrangements

5 weeks annual leave

Income Protection and Critical Illness

Job summary

NZ Transport Agency Waka Kotahi seeks a strategic Manager Customer Relations to lead enterprise complaints management and shape a centralized operating model across the organisation. You will synthesize complaints data with customer feedback and risk information to set priorities and drive organisation-wide improvement.

You will work with senior leaders to embed consistent, customer-centred practices, deliver credible outcomes, and strengthen governance.

Qualifications

Significant leadership experience in complaints management or customer-focused environments.
Ability to translate customer and complaints insight into priorities and action.
Experience building enterprise operating models, governance and assurance.
Proven capability to lead teams through significant change with impact.

Responsibilities

Lead NZTA's Customer Relations (Complaints) function, setting strategic direction and ensuring high-quality services.
Develop a coordinated, centralised complaints management approach with governance and reporting.
Provide strategic reporting on performance, emerging themes, and risks to senior leaders.
Drive continuous improvement and smarter ways of working across the organisation.
Lead teams through change while maintaining service quality and morale.