Customer Service, New Zealand

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ONE NZ

Service Delivery Manager

  • Posted 1mo ago
  • On Site
  • Full Time
Location

Wellington

Job Description

Ko mātou tēnei – our organisation


At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.



We are delighted to announce that we have been awarded a #2 ranking in Randstad’s Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.



We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.



Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata.

“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

Ko tō tūranga – your role
As a Service Delivery Manager, you will building strong service relationships, ensuring seamless alignment between One NZ, customers, and third-party services. With a deep understanding of your customer’s business and One NZ’s teams, processes, and tools, you’ll drive the delivery of reliable, high-performing services that exceed expectations.



Your role includes aligning resources for exceptional service outcomes, leading effective governance, and championing improvements in underperforming areas to deliver outstanding results for both the customer and One NZ.

Ko tō mahi – what you’ll do

  • Build and grow relationships both internally and with the customer to deliver trust, simplicity and speed
  • Represent One New Zealand through onsite presence, being the key contact for service delivery opportunities
  • Develop and maintain a wide array of internal and external networks, proactively remove barriers to create teamwork amongst diverse groups
  • Establish a high performing virtual service team with clear accountabilities
  • Lead the customer focus in all restorative and resolution activities in a collaborative manner, ensuring all stakeholders clearly understand the impact to the customer’s services, business and customers
  • Employ a strong pragmatic approach to incident and event management (24/7), particularly under pressure
  • Ensure that One New Zealand customer and 3rd party services and resources are all aligned to enable successful service delivery outcomes for the customer and for One New Zealand
  • Lead effective governance e.g. identification and improvements for poor performing service areas


Na tōu rourou - what you’ll bring

  • Ideally you will have proven experience working in a Service Delivery role or very similar position.
  • You will have strong communication and relationship building skills and be confident presenting and influencing stakeholders across large organisations
  • Proven track record of proactive and continual improvements in performance
  • Mentally strong and resilient inspiring perseverance in others
  • Experience with vendor/partner level relationships
  • Calm and effective under pressure


Nā mātou te rourou – what you’ll get

  • One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
  • A fully subsidised Southern Cross health insurance cover for you and your family.
  • 4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.
  • Laptop, unlimited data plan, market leading cell-phone for business or personal use.
  • Lifestyle leave where you can purchase an extra week or two of annual leave.
  • Discounts on One New Zealand products, services and much more!



At One New Zealand, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.



Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.



Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.


Hard Skills Required

  • Service Delivery Management
  • Incident and Event Management
  • Stakeholder Governance
  • Performance Improvement
  • Vendor/Partner Management

Soft Skills Required

  • Relationship Building
  • Communication
  • Problem-Solving
  • Resilience
  • Team Leadership

Benefits and Perks

  • 📈
    Professional Development
  • 🚚
    Relocation Support
  • 🏥
    Subsidised Health Insurance
  • 📱
    Discounted Phone or Internet Plans
  • 📣
    Referral Bonuses
  • 💼
    Life Insurance
  • ☮
    Lifestyle Leave
  • 🎉
    Employee Discounts and Rewards
  • 🤱
    Extended Parental Leave
    Primary carers get 22 weeks of salary top-ups plus 26 days of paid leave upon return, with secondary carers receiving a matching 26 days allowance.
  • 🧕
    Inclusive Workspace
  • 🏎
    Competitive Salary
  • 💚
    Counselling Services
  • ⚖
    Work-Life Balance Support
  • 🖥
    Computer Assistance
  • ⏰
    Flexible Work
    Flexible working & work from anywhere (most roles): Work from home, flex your hours, and even work up to 20 days offshore in certain countries around the world for the perfect work-life balance.
  • 💻
    Company Supplied Technology
    Get the latest smartphones with a market-leading plan and laptop sim card, so you can stay connected and productive anywhere.
  • 🩺
    Health Insurance
    Enjoy fully subsidised Southern Cross health insurance for you and your immediate whanau, life and terminal illness cover, and free flu shots.

Job Schedule

  • Shift Work
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Find Call Centre and Customer Service Jobs in New Zealand

Are you a people person with a knack for problem-solving? Call centre and customer service jobs may be right for you. From assisting with inquiries to resolving issues, these roles are vital in ensuring customer satisfaction and loyalty.

Essential Skills for Call Centre and Customer Service Jobs

To excel in call centre and customer service roles, you’ll need excellent communication and interpersonal skills. Patience, empathy, and the ability to remain calm under pressure are crucial. Proficiency in using computer systems and handling various software tools is also important. Whether you're managing phone calls, responding to emails, or engaging with customers via chat, a positive attitude and strong problem-solving skills will set you apart.

A Dynamic Workplace Culture

The workplace culture in call centres and customer service environments is typically fast-paced and collaborative. Teams work closely to handle a wide range of customer inquiries and issues. The environment is often supportive, with a focus on teamwork and continuous improvement.

Competitive Pay and Advancement Opportunities

Pay in call centre and customer service jobs varies based on experience and the complexity of the role. Entry-level positions offer a solid starting salary, with opportunities for performance-based bonuses and incentives. As you gain experience, there are numerous paths for advancement, including supervisory and management roles.

Balancing Work and Personal Life

Call centre and customer service roles often offer flexible working arrangements, including part-time, full-time, and shift options. This flexibility helps maintain a healthy work-life balance. Some employers also provide opportunities for remote work, allowing you to manage your personal and professional life more effectively.

Browse our Call Centre and Customer Service Jobs Today

If you’re ready to make a difference and enjoy helping others, consider a career in call centre and customer service jobs in New Zealand. With diverse opportunities, room for growth, and a supportive work environment, it’s a great field to build a fulfilling career.

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