Mo te tunga - About the role
You will be based in Napier and will be instrumental in managing and mentoring a trusted team who are passionate about the work that they do. You'll have the opportunity to work cohesively with your team and our other experienced and driven Team Leads to lead, coach and develop your people to provide quality services and better customer outcomes.
In this varied role you will:
- encourage innovation in your team; continually looking for opportunities to improve our services for customers, across all our channels and products
- actively coach your people and empower them to provide end-to-end customer service, enabling our 'right from the start' approach
- role model IR's leadership behaviours and deliver on customer and performance outcomes
- act as a point of escalation or assistance to support resolution of complex issues to achieve better outcomes for IR and our customers
- focus on supporting your team to develop and build their capabilities; to support better business outcomes and ensure a positive employee experience
- support the health, safety, and wellness of your people.
Mou - About you:
- An ability to explain the 'why' behind our direction and decisions, so your people feel connected and know how their everyday work contributes to IR's goals and outcomes
- Strong leadership skills, including the ability to motivate and empower people through coaching when working within various mediums, i.e. voice and web messages
- A strong desire to learn and grow as a people leader
- The ability to effectively design, plan, manage and integrate change
- The ability to make robust decisions
- A demonstrated ability to resolve conflict
Be part of our fast paced environment that is all about people. Put your capability and learning, experience, and passion into play to take your team further.
Mo matou - About us
The Families (Nga whanau) segment is part of Customer and Compliance Services - Individuals (CCS-I). We're made up of a Leadership team, 44 Frontline teams, and a team of Analysts spread across 12 locations across the motu.
We distribute Working for Families entitlements, FamilyBoost payments, paid parental leave, and we collect and distribute child support payments. We do the important job of providing the right entitlements or payments at the right time, with empathy for each families situation.
Hours of work
The standard number of hours of work will be 75 hours 50 minutes per fortnight, to be worked between 8am and 6.15pm Monday to Friday.
How to apply
Please apply online, attach a copy of your CV and cover letter (of up to two pages) that provides examples of the following:
- Your recent leadership experience (leadership)
- Your recent experience in making effective decisions (quality decision making)
- You recent experience managing the inputs and outputs of a workforce (workforce management)
Applications close at 5pm on Tuesday, 10 June 2025.
For specific queries, please email the team at [email protected] and we will respond to your query.
At Inland Revenue, we truly embrace diversity and inclusion and promote a flexible and supportive work environment that meets the needs of our people and business.
We have trust and integrity - we innovate to make a difference - we value people - we work together.
