Manager Planning, Quality and Training

current vacancies » Manager Planning, Quality and Training

Manager Planning, Quality and Training - Drive Excellence.

Full Time - Christchurch

  • Deliver quality and training excellence strategies
  • Influence a smooth and enjoyable customer experience
  • Prove yourself as a technical leader in this successful Christchurch based organisation 

About the organisation

Christchurch City Council is one of the city’s largest businesses and the second-largest employer in the South Island, providing services and facilities to more than 380,000 residents, plus visitors – from rubbish collection and recycling, to cycleways, libraries, sports and recreation facilities and events – and a lot in between. 

Working at the Christchurch City Council gives you an opportunity to collectively enrich this city we call home. Work with likeminded individuals on projects, services and facilities for our communities and environment. You'll make a positive impact on our future while enjoying a rewarding career full of opportunities - Christchurch City Council, where it's possible to love what you do.

The Christchurch City Council Citizen and Customer Services team is the face and the voice of the Council and they’re looking for the absolute “best of the best”, to join their team in the role of Manager Planning, Quality and Training. This role will be responsible for overseeing all aspects of planning, training and quality within this team to ensure and support excellence of service to Christchurch City Council customers.  Are you ready to step up to this challenge? 

About the opportunity

Based at Civic Offices in the Christchurch CBD and reporting to the Head of Citizen and Customer Services, the Manager Planning, Quality and Training has a pivotal role in driving customer excellence at Christchurch City Council.  As Manager Planning, Quality and training you will:

  • Lead strategic and tactical quality and training initiatives to meet current and future demand across customer facing channels, providing insights into when, how and why citizens interact with the Council
  • Direct and support quality and training strategies supported by best practice frameworks
  • Contribute strategically not only for the Citizen and Customer Services team but also the organisation as a whole when delivering service excellence programmes
  • Coordinate and facilitate the recruitment and induction process of new staff
  • Lead and nurture a culture of engagement and continuous improvement across the team 

Role modelling the Council’s share values you’ll not only give the Citizen and Customer Services team  the technical skills to deliver but also those all-important soft skills to develop their emotional intelligence, to create a smooth and enjoyable experience for our customers. Interested?

About you

To be successful in this role, you will ideally have a minimum of 7 years’ experience in planning, training and quality management with 3 years’ experience in a leadership role preferably leading a team of specialists.  You'll ideally be tertiary qualified and have experience in developing and implementing customer service excellence and quality management strategies.

As a strategic thinker you’ll be skilled at developing strategies, while providing leadership and coordination.  You'll recognise the importance of competently managing and planning resourcing needs.  Your experience in similar roles ensure you’re always prepared with pathways and a framework in place to make sure the team are constantly adapting and evolving, so that staff are at the top of their game, delivering excellence to their customers.

Strong communication skills and the ability to multitask is critical as you will be across a number of difference aspects within the function of this role. You will be someone who embraces change and leads with confidence.  You will be organised, accurate and focused on finding solutions. Your strong systems skills and your willingness to support your team will be essential to your success in this role. Sound like you? 

If you possess a drive to deliver tactical and technical leadership and are passionate about great customer service; then we’d love to hear from you.

How to apply

To discover more about the Christchurch City Council, visit 

For a confidential discussion about the role; contact Pia Warren on 027 2535 203 or by email to 

Applications close: Thursday 23rd September 2021 

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