Customer Resolutions Manager

  • Company:
    Govt NZ Jobs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 weeks ago
  • Category:
  • Job Type:
  • Category: Management
  • Location: Wellington City
  • Date Advertised: 01-OCT-20
  • Job Reference: MPI20/1485713
  • Job Title: Customer Resolutions Manager
  • Business Unit:
  • Division:
  • Summary:

12 Month Fixed Term Opportunity


Mō tō mātou rōpū (About our team):

The Ministry for Primary Industries has a great opportunity for an exceptional Customer Resolutions Manager, with a background in service transformation and managing feedback and resolution processes. This newly established role reports to the Director Government Services and is responsible for maintaining relationships and managing complaints in order to build and enhance MPI’s engagement with customers. Through the team, the Customer Resolutions Manager will develop and implement excellence in customer resolution practices across the organisation and ensure that all decision making is informed.


Mōu – About You:

We are looking for a customer resolutions leader who is proactive, has sound judgement, and who can establish and maintain effective working relationships with a wide variety of people.  Ideally you will have experience in managing resolution processes or other centralised customer functions. As this is a fast-paced role, you must have the ability to calmly manage multiple changing priorities and thrive under pressure. You will have both a strategic focus and an eye for detail. 


Kōrero mō te tūranga (About the role)

Key responsibilities of the Customer Resolutions Manager will be to:

  • Lead implementation, management, measurement and continuous improvement of an effective complaints management process at MPI.
  • Lead a high performing customer resolutions team.
  • Be accountable for delivery and for proactively promoting and driving excellence in customer resolutions across the organisation.
  • Develop and maintain MPI’s capability to operate an effective complaints process, inform service improvements and respond to customer needs.
  • Be accountable for delivery of the team’s role in hands-on assistance and provide operational leadership to the team.
  • Report to senior leaders on emerging issues.
  • Manage any external review processes and stakeholders (e.g. Ombudsman).
  • Ensure that the escalation process is effectively supporting the organisation and the complaints policy.
  • Support senior leaders and governance groups to make strategic decisions that are informed by insights and data from complaints, customers and staff.
  • Support closed loop learning at MPI by contributing data, learnings and strategic leadership to continuous improvement work programmes.


Mō te Manatū Ahu Matua – About MPI

MPI has a strength of common purpose and a passion to sustainably grow and to protect Aotearoa, for the benefit of all New Zealanders. It’s no mean feat and we have a team of hard working and dedicated people in a variety of roles supporting us to make this happen. Our overall ambition is for New Zealand to be the most trusted source of high value natural products in the world.


To find out more about the Ministry and what we do please click here


Me pēhea te tuku tono – How to Apply

To view the position description and/or apply for the role (submitting a cover letter and current curriculum vitae), please click “APPLY NOW” or visit the MPI Careers Site. For tracking and reporting purposes, all applications must be submitted through our online careers portal.

To apply for this role you must hold the right to work in New Zealand or be eligible to obtain it – click here to find out more about work visa eligibility and options.

The successful applicant must be able to obtain the relevant security clearance. Please visit for more information.


The closing date is 5pm Thursday 22nd October 2020

The Ministry for Primary Industries is committed to providing a working environment that embraces and values inclusion and diversity. Your unique talents and experience will help us deliver exceptional services to our communities in Aotearoa. In return you’ll enjoy an inclusive and flexible working environment in a diverse team of people while you’re growing your career here in NZ and internationally. We actively encourage applications from all backgrounds. If you have any support or access requirements, we encourage you to tell us when you apply so that we can assist you through the recruitment process.