Head of Enterprise Customer Relations & Complaints

NZ Transport Agency Waka Kotahi; Hamilton; On-site; NZD 158,000 - 176,000; Full time

Benefits offered by this job

Flexible working arrangements

5 weeks annual leave

Job summary

NZ Transport Agency – Waka Kotahi in New Zealand is seeking a Manager Customer Relations to provide enterprise-level leadership of the complaints management approach, shaping a centralised model and setting strategic direction.

You will analyse complaint data, customer feedback, and risk information to identify systemic themes and translate them into priorities and action. The role involves leading change, governance, and delivering high-quality outcomes.

Qualifications

• Significant leadership experience in complaints management or customer experience.
• Experience designing enterprise operating models, governance, and standards.
• Strong analytical ability to combine data, feedback, and risk insights.
• Proven ability to influence senior leaders and secure cross-team alignment.
• Knowledge of Te Ao Māori and public sector context preferred.

Responsibilities

• Lead the Customer Relations (Complaints) function and drive performance.
• Develop a coordinated, centralised complaints management model across NZTA.
• Ensure timely and fair resolution of complex complaints.
• Provide strategic reporting on performance, risks, and insights to senior leaders.
• Promote consistent customer service standards across NZTA.
• Lead teams through change while maintaining morale.

Skills

Leadership experience

Enterprise operating models

Analytical capability

Strategic judgement

Stakeholder influence

Regulatory context

People leadership

Job description

NZ Transport Agency – Waka Kotahi in New Zealand is seeking a Manager Customer Relations to provide enterprise-level leadership of the complaints management approach, shaping a centralised model and setting strategic direction.

You will analyse complaint data, customer feedback, and risk information to identify systemic themes and translate them into priorities and action. The role involves leading change, governance, and delivering high-quality outcomes.