Team Leader - Voice Communications

CGR Services; Auckland; On-site; NZD 80,000 - 100,000; Full time

Job summary

Health New Zealand | Te Whatu Ora in Hamilton is seeking a Team Leader for Voice Communications at Waikato Hospital. This permanent, full-time role leads a 24/7 critical communications hub, overseeing a switchboard, emergency coordination, and essential alarms to support patient care and hospital operations.

You will build relationships with frontline staff and clinical teams, manage staff wellbeing and development, and work with Hospitality Support Services to ensure reliable, patient-centered

Qualifications

• Experience leading/coordinating staff in a service delivery, switchboard, call centre, healthcare, or operational environment.
• Strong communication and relationship-building skills.
• Experience managing staff rosters and workforce resources.
• An understanding of Te Tiriti o Waitangi and a commitment to equitable health outcomes.

Responsibilities

• Provide day-to-day leadership and operational support to the Voice Communications team.
• Coordinate workforce requirements and rostering.
• Collaborate with frontline staff and clinical teams to ensure safe, high-quality service.
• Support continuous service improvement initiatives.

Skills

Staff leadership

Relationship building

Roster management

Customer service

Tools

Microsoft Office

Job description

Waikato Hospital, Hamilton - Permanent Full time - 80 hours per fortnight. Fantastic opportunity to lead the Voice Communications team at Waikato hospital! Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is committed to building a health system that serves all New Zealanders.

About the Role

As Team Leader Voice Communications, you will provide day to day leadership, coordination and operational support to the Voice Communications team at Waikato Hospital. Working in partnership with the Hospitality Support Services Manager, you will help ensure the effective delivery of Voice Communications services across Waikato district. You will provide visible leadership during daily operations, support staff development and wellbeing, coordinate workforce requirements, and contribute to continuous service improvement initiatives. This is a hands-on leadership role where no two days are the same. You will work closely with frontline staff, clinical teams, and hospital services to ensure patients receive a high-quality, safe and responsive service that supports their clinical care and wellbeing. This position is ideal for someone who enjoys leading people, building strong relationships, solving problems, and making a positive difference to the patient experience. Please be aware that whilst the role is working usual business hours Monday to Friday, given you will be leading a 24 / 7 operation there may at times be some flexibility required in terms of availability and coverage.

About the Team / Service

As part of Hospitality Support Services, the Voice Communications Service operates 24 / 7 as the critical communications hub and primary switchboard for the Waikato district. The service is responsible for managing all incoming and external calls, swiftly answering and coordinating '99777' clinical and site emergencies, and actively monitoring essential alarms to ensure patient safety, staff protection, and seamless operational continuity across the campus.

About Hamilton

Waikato Hospital is a major regional hospital in Hamilton and is a leading tertiary teaching hospital located in Hamilton, New Zealand, serving as the regional hub for the Midland area, which includes the Waikato, Bay of Plenty, Lakes, Tairawhiti, and Taranaki districts. With around 722 inpatient beds, 22 operating theatres, and a dedicated outpatient clinic and procedure centre, Waikato Hospital provides comprehensive hospital services, including radiology, laboratory, and pharmacy. As a major teaching hospital with affiliations to the University of Auckland, University of Waikato, and Wintec, it offers a dynamic learning environment and access to research opportunities. The hospital is equipped with advanced diagnostic and treatment facilities located on the Waiora Waikato Hospital Campus, with both road and air ambulance support. Hamilton, where Waikato Hospital is situated, is a vibrant city nestled alongside the scenic Waikato River, offering a perfect mix of nature and culture. Explore the stunning Hamilton Gardens, home to themed gardens from Italy to Asia, or visit the Waikato Museum to delve into the region's rich history. The city also boasts the Hamilton Zoo, where you can walk through an aviary filled with native birds. Hamilton is a lively hub, with a variety of cafes, restaurants, and bars, along with events like rugby, cricket, and the famous National Agricultural Fieldays and Balloons over Waikato festival. With its vibrant atmosphere and proximity to outdoor adventures, Hamilton is an ideal place to live and work.

About you

You will be an approachable and supportive leader who enjoys working with people and helping teams succeed. You will bring experience coordinating staff within a busy operational environment and have a strong commitment to service excellence. You will also demonstrate the following:

• Experience leading, supervising or coordinating staff in a service delivery, switchboard, call centre, healthcare, or operational environment
• Strong communication and relationship building skills
• Experience managing staff rosters and workforce resources
• A proactive and solutions-focused approach to operational challenges
• The ability to foster a positive, inclusive, and high performing team culture
• Sound computer skills, including Microsoft Office applications
• An understanding of Te Tiriti o Waitangi and a commitment to achieving equitable health outcomes for Māori and all communities
• A passion for delivering excellent customer and patient service

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community.

We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.

Team Leader - Voice Communications Waikato, North Island, NZ