Te Whiwhinga mahi | The opportunity
As Manager Customer Relations, you will provide enterprise-level leadership of NZTAâs complaints management approach, shaping and implementing a coordinated and increasingly centralised model across the organisation. You will set strategic direction, strengthen governance and accountability, and work with senior leaders to embed consistent, transparent, and customer-centred complaint practices across diverse business areas. Drawing on a high degree of insight and analysis, you will bring together complaint data, customer feedback, operational performance, and emerging risk information to identify systemic themes and translate them into clear priorities, strategic advice, and organisation-wide improvement action. This is a highly influential role, focused on building enterprise capability, lifting service performance, and ensuring customer insight drives better decisions, continuous improvement, and organisational learning.
Key responsibilities include:
Lead NZTA's Customer Relations (Complaints) function, setting strategic direction, leading people and performance, and ensuring the delivery of high-quality complaint management and resolution services.
Drive the development and implementation of a coordinated and increasingly centralised complaints management approach across NZTA, establishing consistent processes, standards, reporting, and governance. Lead the growth and maturation of the Customer Relations function to support the staged transition of complaint management activities into a centralised operating model.
Ensure timely, fair, and effective resolution of customer complaints, including complex, sensitive, high-profile, Ombudsman, and Ministerial escalations, in accordance with legislative requirements, organisational policies, and customer service standards.
Champion NZTA's Customer Service Standards across the organisation, using complaints insights, guidance, and performance information to promote consistent customer-focused behaviours, strengthen accountability, and improve service quality and customer outcomes.
Provide strategic advice and reporting to senior leaders on complaint performance, customer concerns, emerging themes, and organisational risks to support informed decision-making and prioritisation.
You will find out more about the role here
We are seeking to appoint at a salary between $158,022 â $175,580, commensurate with skills and experience.
Ko koe tēnei | About you
Youâre a strategic leader who can shape an enterprise-wide complaints management approach while ensuring the function continues to deliver credible, high-quality outcomes. You bring the judgement, organisational awareness, and influence to set direction in a complex environment, work through ambiguity, and translate customer and complaints intelligence into clear priorities and sustained improvement.
Youâll bring:
Significant leadership experience in complaints management, customer experience, service improvement, regulatory services, or another complex, customer-facing environment.
Demonstrated success developing and implementing enterprise operating models, frameworks, governance, standards, and assurance arrangements that create greater consistency, transparency, and accountability.
A high degree of analytical capability, with experience integrating complaint data, customer feedback, operational performance, and risk information to identify systemic issues, emerging trends, and improvement opportunities.
Strong strategic judgement and the ability to convert complex insight into clear advice, decisions, priorities, and measurable organisation-wide action.
Credibility and influence with senior leaders and diverse stakeholders, including the ability to constructively challenge, build alignment, and secure commitment across organisational boundaries.
Experience leading complex, sensitive, or high-profile complaint matters and operating confidently within legislative, regulatory, Ombudsman, and Ministerial contexts.
You will also demonstrate knowledge of, or a willingness to gain an understanding of Te Ao MÄori, tikanga, te reo MÄori, and Te Tiriti o Waitangi as it applies in the public service.
Mō mātou | About us
Te Mahau â Customer and Services delivers essential transactional products and services that support the effective operation of New Zealandâs land transport system. Our Customer Channels team operates at scale, blending operational excellence with dataâled decisionâmaking to deliver reliable, customerâfirst experiences wherever and whenever people engage with NZTA.
Ka whiwhi koe i te aha | What you’ll get in return
At NZTA, youâll be part of an organisation that makes a visible difference every day. We offer:
Ready to take on the challenge?
If youâre motivated by pace, complexity, and realâworld impact, and you enjoy leading teams through demanding operational environments, weâd love to hear from you.
Apply today and help keep Aotearoa moving.
Me pÄhea te tuku tono | How to apply:
Please click Apply to upload your CV and cover letter outlining your suitability for the role.
RÄ Katinga | Applications close:
1 October 2026
For further information, email: [email protected]
To be considered for this position you must have a legal right to live and work in New Zealand.
Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.
Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.
