Relationship Manager

Date: 15-Mar-2023

Location: Central Auckland, NZ, 1010

Company: Auckland Council

  • Full-time, permanent role based in the CBD, with region wide responsibility. 
  • Use your empathy, problem solving abilities and alternative conflict resolution skills to resolve escalated customer issues.
  • An exciting opportunity to build and strengthen relationships between the Council and its customers.

He angitūtanga: The opportunity

As the Customer Relationship Manager, you will work with customers, stakeholders, and senior managers from across the organisation to build and strengthen relationships. You will resolve issues, gather customer feedback, identify current or potential service issues, problems, or risks, and ensure that agreed solutions are implemented to achieve the best outcome for both our customers and the council.


Since you will work collaboratively across council, agencies and communities, your excellent negotiation and/or mediation experience, personal resilience and sound understanding of Tangata Whenua will contribute to your success in the role. Your appreciation of the work and functions of local government, including current and future business drivers and statutory requirements will be heavily put into practice.


Key Responsibilities:


  • Be aware of, and demonstrate, the principles of Our Charter. This sets out the expectations for conduct at Auckland Council.
  • Be aware of, and demonstrate, Our Behaviours in ways that are explicitly supportive of inclusivity and adaptability in every aspect of our work
  • Resolve in a timely and cost-effective way issues raised by members of the public who are dissatisfied with Auckland Council’s policy, procedures, employees, or services.
  • Ensure complaints are handled objectively, fairly, and professionally and in a way which strengthens public confidence.
  • Use complaints feedback to drive service improvements.
  • Ensure unreasonable complainant behaviour is addressed early and in accordance with council policy.
  • Provide informal case management to customers who may exhibit behaviour that is having an impact on council’s ability to meet business requirements or is having a health and safety impact on staff.
  • Provide quality advice and recommendations to elected members, and executive and senior staff.


He kōrero mōu: About you


To be successful in this role, you will display the following:


  • Direct experience dealing with difficult and challenging situations in a senior customer facing role. 
  • An expert knowledge of customer support and creative problem solving.
  • Attention to detail, empathy, and resilience.
  • Experience in relationship management and leadership management.
  • Minimum tertiary diploma in a related field.
  • Knowledge and experience in customer service systems and practices.
  • Minimum of five (5) years proven experience in a similar role in customer relationship management.
  • Availability to work outside core business hours, such as weekends, may be required to meet customer needs.


Click here to access the Position description.


Ngā āhuatanga kei a mātou: What we offer


In return, you will be part of a team of passionate professionals with strong tikanga (set of values).  We offer training opportunities, career development and a flexible work environment with attention to a good work-life balance. 


You will also have access to a range of fantastic Auckland Council benefits, and a range of other partnership discounts!  


Applications close: Wednesday 29th of March 2023 at 11:59 pm.

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.


Auckland Council strongly encourages our employees to be fully vaccinated.