Team Leader – Immigration Contact Centre

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Tēnei tūranga – About the role

The Team Leader contributes to the operations of the Immigration Contact Centre team. This team is responsible for providing services on behalf of multiple business units within MBIE as well as external agencies.

The role of the Team Leader is to lead, manage and develop one of the highly performing teams within the Immigration Contact Centre. The Team Leader supports their team as they assist clients to meet their statutory requirements and make use of the services of MBIE and wider Government.

The Team Leader will work with their Immigration Contact Centre Service Centre Manager and the National Manager to continually improve overall service delivery, meet objectives relevant to MBIE outcomes and deliver value for money for New Zealanders.

Ngā herenga – Requirements of the role

Personal specifications

  • Leading, developing, and inspiring people.
  • Dealing with conflicting priorities.
  • Understanding of legislation and implications for businesses.
  • Handling escalations.
  • Experience working with regulations, in a service environment or equivalent demonstrable life skills.
  • Use and support of IT systems.
  • Excellent communication and written skills.
  • Strong analytical skills.
  • Strong time management skills.
  • Must have the legal right to live and work in New Zealand.
  • Credit check required (yes)
  • Required to drive (no)
  • Police vetting (yes)

Qualification

  • Tertiary qualification is desirable, but not essential.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Leading and coaching

  • Leads their team by setting clear expectations, communicating effectively, providing support and coaching.
  • Supports Advisors and Senior Advisors to provide clear assistance, advice, and information to all clients.
  • Creates an environment where Advisors and Senior Advisors are supported and engaged.
  • Champions the needs of the customer and role-models the Centre’s customer centric culture.
  • Communicates Ministry values, outcomes, and team outcomes clearly to team members.
  • Manages Advisors and Senior Advisors using the performance management system to drive performance and develop capability and ensure staff consistently deliver exceptional service and meet KPIs.
  • Recruits to Ministry and Immigration Contact Centre guidelines.

Service delivery

  • Meeting personal KPIs including appropriate succession plans for Advisors and Senior Advisors.
  • Positive impression presented of the Ministry’s services.
  • Contributing to various Ministry work programs.
  • Deals with feedback, compliments, and complaints in an effective and sensitive manner.

Operational management

  • Business processes and results meet statutory and regulatory requirements.
  • Immigration Contact Centre performance standards met.
  • Champions continuous improvement of Immigration Contact Centre and Ministry services and processes.
  • Involvement in projects and stakeholder work where relevant.
  • Is aware of, communicates and follows Immigration Contact Centre business practices.

Organisational commitment and public service

  • Contributes to the development of, and helps promote and build, the MBIE vision, mission, values, and services.
  • Willingly undertakes any duty required within the context of the position.
  • Understands Equal Employment Opportunities (EEO) principles and the application of these to MBIE.
  • Manages own personal health and safety, and takes appropriate action to deal with workplace hazards, accidents, and incidents.
  • Complies with all legislative requirements and good employer obligations.

Wellbeing, health & safety

  • Displays commitment through actively supporting all safety and wellbeing initiatives
  • Ensures own and others safety at all times
  • Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting
  • Reports all incidents/accidents, including near misses in a timely fashion
  • Is involved in health and safety through participation and consultation

Tō tūranga i roto i te Manatū – Your place in the Ministry

The Team Leader position reports to the Immigration Contact Centre Manager within the Engagement & Experience branch. The Engagement & Experience branch sits within the Te Whakatairanga Service Delivery group.

More information about MBIE's structure

Matatautanga – Competencies (Leadership Success Profile)

The Leadership Success Profile (LSP) is a leadership capability framework, developed by the New Zealand public sector for the New Zealand public sector. It creates a common language for leadership and establishes what great leadership looks like. You can look at the twelve underpinning capabilities and four leadership characters here: Leadership Success Profile | Te Kawa Mataaho Public Service Commission(external link)

To mātou aronga – What we do for Aotearoa New Zealand

Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.

To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.

As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).

Te Tiriti o Waitangi

As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.

Mahi i roto i te Ratonga Tūmatanui – Working in the public service

Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.

What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission

MBIE value: Māia - Bold & brave, Pae Kahurangi - Build our future, Mahi Tahi - Better together, Pono Me Te Tika - Own it