General Manager of Customer Services

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 streamBe a strategic, future-focused leader to deliver exceptional customer experience, service delivery and regulatory operationsLead and inspire a multi-disciplinary team across contact centre operations, front-of-house services, libraries, animal control, building quality, monitoring, and environmental healthStrengthen stakeholder engagement across iwi, community, and industry partnersEmbed a high-performance culture grounded in accountability, transparency, and inclusionOversee the resolution of complex customer issues and ensure services are responsive, accessible, and effectiveEnsure compliance with legislation and manage risk across customer and regulatory functionsDeliver continuous improvement initiatives that uplift experience, efficiency and public trustBuild capability within teams and support professional development at every levelSupport the use of data, systems and insights to inform service design and future planningContribute to organisation-wide strategy as a member of the Executive Leadership TeamWhat you bring / Ngaa taonga kawea mai e koe:Senior leadership experience in complex organisationsCommercial acumen with a strong social licence for goodProven success managing multi-functional teams and operational services at scaleStrong understanding of regulatory frameworks and customer service excellenceInnovative and continuous improvement mindset, with a commitment to delivering efficient and effective customer solutionsExperience resolving complex issues and navigating high-trust, high-stakes environmentsSound financial management, strategic planning and risk oversight capabilityInclusive leadership style, grounded in empathy, clarity and shared purposeCommitment to te ao Maaori, with understanding of or willingness to learn tikanga and Te Tiriti o WaitangiRelevant tertiary qualificationsCandidate briefing pack: https://www.robertwalters.co.nz/content/dam/robert-walters-redesign/country/new-zealand/files/misc/GM_Customer_Services.pdfFollow this link to explore more about Waikato District Council and hear directly from Chief Executive Craig Hobbs in a short video about the opportunities happening right now - https://www.robertwalters.co.nz/microsites/waikato-district-council.htmlHow To ApplyApplications 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.