Customer Service Squad Leader | Kaiārahi Tira Ratonga Kiritaki

Te Tīma | The Team:

Our IST Group is the backbone of New Zealand's parliamentary operations, providing essential information systems, technology, and communications services to the Parliamentary Service, the Office of the Clerk of the House of Representatives, and other partnering agencies. Our IST Customer Service unit is dedicated to delivering exceptional service and support, fostering a customer-centric approach across the IST Group and with external providers.

Mō te Tūnga | About the Role: 

As part of this role, you will collaborate closely with stakeholders to ensure seamless service delivery to both internal and external customers. Our team operates within established policies and procedures, with a focus on autonomy and flexibility in day-to-day operations. 

• Customer Service and Stakeholder Management: Deliver exceptional service to customers and maintain key stakeholder relationships across business groups.
• Strategic Alignment and Change Management: Assist with service development, promote a unified team approach, and drive strategic targets.
• Operational Leadership: Provide day-to-day operational management, motivate team members, and assess performance.
• Team Development and Support: Offer professional development, coaching, and support to squad members, ensuring alignment with agreed strategies.

This is a full-time, fixed-term position running until December 2025.

Tō Kete | What You Will Bring to the Role: 

If you are a seasoned people leader with a passion for customer service, the ability to remain composed under pressure, and a talent for building strong relationships, we invite you to apply for the IST Customer Service Squad Lead position.

• Collaborative Mindset and Leadership: Team player with experience in facilitating and leading groups.
• Organisational and Communication Skills: Proven planning, coordination, time management, and strong written and oral communication abilities.
• Relationship Management and Business Acumen: Skilled in managing diverse stakeholder relationships, with strong business acumen and presentation skills.
• Note: This role requires NZIS Confidential clearance. Please follow the link below to confirm your eligibility. Eligibility self-check tool | Protective Security Requirements

Ngā Āhuatanga Kei a Mātou | What's in it for You:

• You will join a supportive and empowering team that offers comprehensive one-on-one training in the role.
• Be part of a high-performing group renowned for exceptional customer service.
• This role offers the unique opportunity to lead a team at the heart of New Zealand's democracy, ensuring that our customers receive the highest level of support and service.
• Work in a dynamic environment at the heart of democracy, contributing to the action at Parliament.

The appointing base salary for this role is $102,863 - $113,570 per annum.

Me pēhea te tuku tono | How to apply:

To apply, click the 'I’m interested' button to upload your CV and any supporting application documents. Applications close midnight,16th April. All applications must be made online. If this is not possible or to arrange a confidential kōrero, please contact Jodie Taylor on 021 817 347 or Jodie.taylor@parliament.govt.nz  

Please note: We will be screening applications as we receive them to move swiftly to interview shortly after the advert closes. Depending on application numbers, this date may change. You may be asked to complete a pre-interview 

The Parliamentary Service and the Office of the Clerk appoint on merit and are committed to diversity and inclusion and good employer principles. We welcome applicants from all walks of life and value the experience that your point of difference brings.

If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.  

Note to Recruitment Agencies: We appreciate your interest, but we are not accepting applications from recruitment agencies currently. Unsolicited CVs received without written confirmation of acceptance from Parliament's talent team will not be received and Parliamentary Service and Office of the Clerk are not responsible for any fees related to unsolicited CVs.