Team Manager Customer Contact - Wellington
Why work for us? At the TEC, you'll be part of a team committed to shaping a dynamic tertiary education system that delivers lifelong learning and supports strong outcomes for learners, whānau, communities, and employers. You'll join an organisation guided by public service values, united by a spirit of service, and dedicated to deepening partnerships with Māori in line with Te Tiriti o Waitangi. You'll work alongside enthusiastic, high-performing colleagues in a supportive environment that values collaboration, cultural capability, and continuous learning. Here, your expertise will help influence system change, strengthen relationships across Aotearoa/New Zealand, and contribute to better futures for all learners.
We are seeking an experienced people leader who brings a strong background in customer contact and relationship management environments. You will be someone who can operate confidently at both a management and operational level, leading with a strong customer service ethos while delivering on organisational priorities. This is an opportunity to play a key leadership role in strengthening and evolving our Customer Contact service.
As the Team Manager, you'll lead the Customer Contact function, through three Team Leaders, ensuring the provision of high-quality, customer-focused service that builds trust and confidence in the organisation. The Team Manager is responsible for aligning service delivery with the wider relationship management strategy, ensuring the team is responsive to customer needs, risk-informed, and continuously developing.
You will play a critical leadership role in shaping how customers experience our services—maintaining a strong connection to frontline activity while balancing strategic priorities. Collaborating closely with the Manager Relationships and other senior leaders, you will ensure that customer insights, trends, and feedback directly inform organisational service improvements.
You'll also be resilient, adaptable, and comfortable working in a fast-paced environment, with a genuine passion for coaching and developing others.
What will you be doing? He angitūtanga:
As Team Manager - Customer Contact, you will lead a team responsible for delivering frontline support across multiple channels (voice, digital, and outbound), ensuring customer enquiries are managed efficiently, accurately, and with care.
Leading and motivating a team (through Team Leaders) to deliver high-quality, consistent customer service
Embedding a strong customer-centred culture, aligned with organisational values and service standards
Managing service delivery, resourcing, and workflow to respond to changing demand and priorities
Partnering with stakeholders across the organisation to ensure aligned, joined-up service delivery
Building and maintaining effective relationships with external partners and sector stakeholders
Providing insights, trends, and feedback from customer interactions to inform strategic decision-making
Driving continuous improvement initiatives and enhancing customer experience and service performance
Contributing as an active member of the wider leadership team, supporting organisational goals and priorities
You will also remain closely connected to frontline operations, ensuring leadership decisions are grounded in real customer experience and operational realities.
What are we looking for? He kōrero mōu:
Proven experience leading and developing high-performing teams in complex environments,
Strong expertise in customer contact, service delivery, or relationship management roles
The ability to balance organisational strategy with excellent customer outcomes
Demonstrated experience working with a wide range of internal and external stakeholders
A collaborative leadership style, with the ability to partner effectively with senior management
Experience managing change, building capability, and driving continuous improvement
Excellent communication skills, with the ability to translate complexity into clear, practical guidance
What's in it for you? Ngā āhuatanga kei a mātou:
The opportunity to work in a high-performing team, in an area of high priority that is important to the success of the tertiary education system.
Three additional (TEC Days) leave days
A range of benefits including flexible/hybrid working. (As this is a Wellington‑based role, applicants need to be able to attend the office a minimum of three days per week. Unfortunately, we're unable to progress applications from candidates who cannot meet this requirement).
Remuneration
The recruitment range for the position starts from $128,284 to $150,923, + Employer Kiwisaver contributions. (Appointment in range will be based on our assessment of the skills and experience you bring to the role)
How to Apply: Me pēhea te tuku tono:
To view the role description and/or apply for this role, please click Apply for This Job, or visit the TEC Careers Portal. We request both a tailored cover letter and CV.
The closing date for this role is, Wednesday 20 May 2026. For more information or if you have any questions, please contact hr@tec.govt.nz.
Applicants must have NZ citizenship or permanent residency to be considered for this vacancy. If you hold a permanent residency visa, please provide a copy with your application.
Prior to the Tertiary Education Commission confirming any offer of employment, we will conduct pre-employment checks including criminal conviction history and reference checking as a minimum.
