Manager Customer Relations

nztagovtnz; Palmerston North; On-site; NZD 158,000 - 176,000; Full time

Job summary

The NZ Transport Agency seeks an enterprise-level Manager Customer Relations to lead complaints management across the organisation. You will set strategic direction, strengthen governance, and embed customer-centred practices while translating data into priorities and action.

Based in Palmerston North, this influential role focuses on building enterprise capability, lifting service performance, and ensuring customer insight drives decisions, learning, and improvement across diverse business

Qualifications

• Significant leadership experience in complaints management or customer experience.
• Experience developing enterprise operating models, governance, standards, and assurance arrangements.
• Strong analytical capability: translate complaint data, feedback, and risk into insights.
• Ability to influence senior leaders and drive cross-organisational change.

Responsibilities

• Lead NZTA's Customer Relations (Complaints) function, setting strategic direction and ensuring quality management and resolution services.
• Drive development and implementation of a centralised complaints management model with governance and reporting.
• Ensure timely, fair, and effective resolution of complaints, including sensitive or high-profile escalations.
• Champion Customer Service Standards and use insights to improve behaviours, accountability, and outcomes.
• Provide strategic reporting to senior leaders on performance, concerns, themes, and risks.
• Drive continuous improvement and lead teams through change while maintaining morale.

Job description

Te Whiwhinga mahi | The opportunity

Provide enterprise leadership and strategic direction for NZTA's complaints management approach

Develop and implement a coordinated and increasingly centralised enterprise complaints model

Turn complex complaint data and customer feedback into enterprise insight, risk intelligence, and action

Influence senior leaders, strengthen organisational accountability, and drive system-wide service improvement

Palmerston North is preferred but we will consider Wellington, Hamilton or Auckland

As Manager Customer Relations, you will provide enterprise-level leadership of NZTA's complaints management approach, shaping and implementing a coordinated and increasingly centralised model across the organisation. You will set strategic direction, strengthen governance and accountability, and work with senior leaders to embed consistent, transparent, and customer-centred complaint practices across diverse business areas. Drawing on a high degree of insight and analysis, you will bring together complaint data, customer feedback, operational performance, and emerging risk information to identify systemic themes and translate them into clear priorities, strategic advice, and organisation-wide improvement action. This is a highly influential role, focused on building enterprise capability, lifting service performance, and ensuring customer insight drives better decisions, continuous improvement, and organisational learning.

Key responsibilities

• Lead NZTA's Customer Relations (Complaints) function, setting strategic direction, leading people and performance, and ensuring the delivery of high-quality complaint management and resolution services.
• Drive the development and implementation of a coordinated and increasingly centralised complaints management approach across NZTA, establishing consistent processes, standards, reporting, and governance. Lead the growth and maturation of the Customer Relations function to support the staged transition of complaint management activities into a centralised operating model.
• Ensure timely, fair, and effective resolution of customer complaints, including complex, sensitive, high-profile, Ombudsman, and Ministerial escalations, in accordance with legislative requirements, organisational policies, and customer service standards.
• Champion NZTA's Customer Service Standards across the organisation, using complaints insights, guidance, and performance information to promote consistent customer-focused behaviours, strengthen accountability, and improve service quality and customer outcomes.
• Provide strategic advice and reporting to senior leaders on complaint performance, customer concerns, emerging themes, and organisational risks to support informed decision-making and prioritisation.
• Driving continuous improvement, smarter ways of working, and efficient use of resourc es
• Leading teams through frequent change while maintaining service quality and morale

We are seeking to appoint at a salary between $1 58, 022 - $ 175,580 , commensurate with skills and experience.

Ko koe tēnei | About you

You're a strategic leader who can shape an enterprise-wide complaints management approach while ensuring the function continues to deliver credible, high-quality outcomes. You bring the judgement, organisational awareness, and influence to set direction in a complex environment, work through ambiguity, and translate customer and complaints intelligence into clear priorities and sustained improvement.

You'll bring

• Significant leadership experience in complaints management, customer experience, service improvement, regulatory services, or another complex, customer-facing environment.
• Demonstrated success developing and implementing enterprise operating models, frameworks, governance, standards, and assurance arrangements that create greater consistency, transparency, and accountability.
• A high degree of analytical capability, with experience integrating complaint data, customer feedback, operational performance, and risk information to identify systemic issues, emerging trends, and improvement opportunities.
• Strong strategic judgement and the ability to convert complex insight into clear advice, decisions, priorities, and measurable organisation-wide action.
• Credibility and influence with senior leaders and diverse stakeholders, including the ability to constructively challenge, build alignment, and secure commitment across organisational boundaries.
• Experience leading complex, sensitive, or high-profile complaint matters and operating confidently within legislative, regulatory, Ombudsman, and Ministerial contexts.
• Proven capability to build organisational maturity and capability, embedding consistent complaint practices and strengthening the use of customer insight for continuous improvement and organisational learning.
• Inclusive people leadership experience, with the ability to grow a high-performing sp