General Manager of Customer Services
Waikato District Council
Te raatonga ki te taangata – Service to the people. We have a mandate for change – from our Elected Members and from our customers. We’re transforming to meet the future, and we need a strategic, community-focused leader to guide the future of customer service delivery and regulatory services.
This role reports to the Chief Executive and is a member of the Executive Leadership Team, delivering mahi that directly influences and shapes how we connect with our residents, ratepayers and stakeholders.
Leading a diverse and high-performing team, the General Manager will be responsible for key customer-facing services and regulatory functions. This role requires a blend of commercial acumen with a strong social gene – a desire to deliver exceptional service that matter.
If you're passionate about customers, manaakitanga and driving commercial outcomes for social good, this is your chance to make a real difference.
What you’ll do / Ngaa mahi ka kawea e koe:
- Be customer obsessed – lead the customer value stream and provide comprehensive end-to-end delivery of the full customer service value stream
- Be a strategic, future-focused leader to deliver exceptional customer experience, service delivery and regulatory operations
- Lead and inspire a multi-disciplinary team across contact centre operations, front-of-house services, libraries, animal control, building quality, monitoring, and environmental health
- Strengthen stakeholder engagement across iwi, community, and industry partners
- Embed a high-performance culture grounded in accountability, transparency, and inclusion
- Oversee the resolution of complex customer issues and ensure services are responsive, accessible, and effective
- Ensure compliance with legislation and manage risk across customer and regulatory functions
- Deliver continuous improvement initiatives that uplift experience, efficiency and public trust
- Build capability within teams and support professional development at every level
- Support the use of data, systems and insights to inform service design and future planning
- Contribute to organisation-wide strategy as a member of the Executive Leadership Team
What you bring / Ngaa taonga kawea mai e koe:
- Senior leadership experience in complex organisations
- Commercial acumen with a strong social licence for good
- Proven success managing multi-functional teams and operational services at scale
- Strong understanding of regulatory frameworks and customer service excellence
- Innovative and continuous improvement mindset, with a commitment to delivering efficient and effective customer solutions
- Experience resolving complex issues and navigating high-trust, high-stakes environments
- Sound financial management, strategic planning and risk oversight capability
- Inclusive leadership style, grounded in empathy, clarity and shared purpose
- Commitment to te ao Maaori, with understanding of or willingness to learn tikanga and Te Tiriti o Waitangi
- Relevant tertiary qualifications
Candidate briefing pack:https://www.robertwalters.co.nz/content/dam/robert-walters-redesign/country/new-zealand/files/misc/GM_Customer_Services.pdf
How to apply
Applications are now open for this impactful leadership opportunity. Don‘t wait – get in touch with us or chat today.
Robert Walters endeavours to review all applications in a maximum of five working days. If you have not received correspondence in this timeframe please do not hesitate to contact Sarah Mowbray on +64 4 471 9723.
