Team Leader – Service Centre

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Tēnei tūranga – About the role

The Team Leader contributes to the operations of the MBIE Service Centres currently spanning 4 regional locations providing front-line customer service to the public. The Service Centre is responsible for taking inbound calls from clients and providing advice on over approximately 90 lines/queues at any one time for a range of business areas, both for MBIE and external government agencies. The MBIE Service Centre is a complex and diverse area of MBIE receiving 1 million customer contacts per annum.

The role of the Team Leader is to lead, manage and develop one of the highly performing teams within the Service Centre. The Team Leader supports their team of Client Services Advisors (CSA) & Senior Client Services Advisors (SCSA) as they answer calls to assist clients to meet their statutory and regulatory requirements as well as any legal obligations and make use of the services of MBIE and wider Government.

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

Ngā herenga – Requirements of the role

Personal specifications

  • Strong leadership and interpersonal skills, with the ability to create a motivated environment and a positive team.
  • Experience in leading, coaching and mentoring people to achieve results and personal growth.
  • Experience in leadership and management of a team in a service delivery environment.
  • Proven ability to develop trust and credibility with managers and staff.
  • Prior experience in a contact centre is desirable, but not essential.
  • Managing conflicting priorities and balancing needs of the business and their people.
  • Understanding of legislation and implications for individuals/businesses.
  • Handling escalations and service recovery processes.
  • Experience working with regulations, legislation and operational policy in a service environment or equivalent demonstrable life skills.
  • Experience in using information systems and computer technology.
  • Excellent communication and written skills.
  • Demonstrating a high level of resilience and composure under pressure to effectively handle an ever changing, fast paced and at times challenging environment including de-escalating and managing customer complaints.
  • Strong analytical skills.
  • Strong time management skills.
  • Tertiary qualification is desirable, but not essential.

Requirements

  • Credit check required.
  • NZ Citizen or holds a valid NZ work visa.
  • Criminal history check required.
  • Required to drive (no).
  • Police vetting (no).

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 CSAs and SCSAs to provide clear assistance, advice, and information to all clients.
  • Appropriately assess impacts and risks to make sound decisions for their people and the business.
  • Creates an environment where CSAs and SCSAs are supported and actively 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 CSAs and SCSAs using the performance management system to drive performance and develop capability and ensure staff consistently deliver exceptional service and meet KPIs.
  • Accountable for staff management functions of their team – including recruitment, induction, performance management, staff development, disciplinary and administrative functions.

Service delivery

  • Establishes clear accountabilities and expectations for their team – and coaches and develops staff and provides feedback to enable them to achieve performance targets.
  • Meeting personal KPIs and Objectives, including appropriate succession plans for CSAs and SCSAs.
  • Monitors and manages on-going performance of their team against KPIs.
  • Positive impression presented of the Ministry’s services.
  • Contributing to various Ministry work programs and initiatives.
  • Deals with feedback, compliments, and complaints in an effective and sensitive manner.

Operational management

  • Assist the Service Centre Manager with leading/implementing change initiatives within their team or office.
  • Assist the Service Centre Manager with contributing to the development of new tools and systems for business development and manages implementation.
  • Business processes and results meet statutory and regulatory requirements.
  • Service Delivery Service Centre performance standards met.
  • Champions continuous improvement for the Service Centre and Ministry services and processes.
  • Involvement in projects and stakeholder work where relevant.
  • Is aware of, communicates and follows Service Delivery Service Centre business practices and direction.

Organisational commitment and public service

  • Contributes to the development of, and helps promote and build, the MBIE vision, mission, values, and services.
  • Contributes to development of Maori Cultural Intelligence and Maori Crown Partnership principles with self and others.
  • 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, with a particular focus on mental health.
  • 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 Service Delivery Service 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
Last updated: 24 November 2021