• Lead customer-facing teams delivering high‑quality services
• Join a values‑driven organisation shaping transport across Waitaha
• Enjoy flexibility, development and a supportive leadership culture

Kaunihera Taiao ki Waitaha │ About Environment Canterbury

As a regional council, we are responsible for managing natural resources including air, soil, water and land. We work in partnership with mana whenua Ngāi Tahu to protect the health of our environment to ensure a sustainable and prosperous future for our region.

The region’s evolving environmental and political context means we will continue to be agile and adaptive, as we respond to regulatory and environmental changes.

Our mahi (work) is organised around the delivery of our three core services:

• Environmental Regulation and Protection
• Community Preparedness and Response to Hazards
• Public Transport

Council plays an important role in responding to national legislation and policy changes – this mahi is part of our operating environment and is embedded in our everyday mahi. The current proposals from central government are significant, and Council is working through the opportunities and implications. However, our mahi must continue to deliver our three core services for our partners, communities and te taiao (environment).

Kōrero mō te Tūranga | About the Role

This role leads the Metro Customer Care team—both face‑to‑face and contact centre—ensuring customers receive accurate information, confident support, and a consistently excellent experience across Metro channels. You’ll shape the customer care function, uplift capability, support change delivery, and influence behaviour in alignment with the Regional Public Transport Plan.

Key accountabilities:

• Provide strong, visible leadership across Metro Info locations and the contact centre
• Build a customer‑centred, future‑focused team culture through coaching and capability uplift
• Lead operational readiness for Metro service changes and initiatives
• Support complex customer issue resolution and service escalations
• Drive continuous improvement using data, insights and customer feedback

For more information on this role, please refer to the job description at the bottom of the advert.

Mōu │ About You

You’re an experienced customer service leader who thrives in dynamic, people‑focused environments. You bring a calm, customer‑centred approach, strong communication skills, and the confidence to lead across face‑to‑face and contact centre settings. You think strategically, execute operationally, and build capability through encouragement, coaching and clear expectations.

To enjoy this role, you’ll have:

• Experience delivering both strategic and operational outcomes
• Strong leadership, coaching and team‑building skills
• Ability to manage change, uplift capability and adapt to evolving customer needs

Mātau ā-Wheako | Experience  

Ideally, you’ll have a degree level in business or relevant discipline and/or the required level of pre-requisite experience along with:

• 7+ years managing customer service teams
• At least 2 years' experience in a role requiring strategic and operational thinking
• Experience in the public sector, transport, or contact centre technology (desirable)

Ngā hua o te Mahi i te Kaunihera Taiao ki Waitaha | Working at Environment Canterbury  

Our mahi is underpinned by our values:

Kaitiakitanga (stewardship)

Pononga (integrity)

Manaakitanga (people first)

Whanaungatanga (collaboration)

Māiatanga (can do)

We understand and embrace a diverse workforce; this diversity will enable us to better serve our people, our community, and our greatest taonga, the environment. We value everyone’s contribution, diverse thinking, and skills. 

We're on a journey to become a treaty partner of excellence, including incorporating te ao Māori into our work. We offer supportive opportunities to develop capability in this area and encourage our people to use kaupapa Māori, mātauranga Māori, and te reo Māori in our daily work. We welcome you with an open heart & mind, wherever you are on your personal te ao Māori journey.

Ko ētahi atu kōrero | Additional Information

Applications close on Sunday, 8 March.  Applications will be reviewed as we receive them, and interviews may take place before the close date. We reserve the right to close advertising early.  

Short-listed candidates will be required to complete an interview process, reference checks, and a criminal check. Further background checking will be required when relevant to the role. 

We are committed to creating a diverse, inclusive, and authentic workplace. If you're excited about this role but don't meet every qualification in the job description, we still encourage you to apply.

Me mahi tahi tātou - Together we can