He angituutanga: The opportunity
As our Service Delivery Network Lead, you’ll work alongside the Customer Service Delivery Manager to lead a passionate team dedicated to providing an outstanding customer experience across a wide range of council services.
This role is based within our 24/7, 365‑day Contact Centre, where we respond to customer needs around the clock. You’ll help lead a team that operates across day, evening, overnight, weekend, and public holiday shifts to ensure our community always has access to the support they need. Flexibility and comfort working in a continuously operating environment are essential, as is your ability to maintain steady, visible leadership no matter when support is required.
Your mission is to build and grow a high‑performing team that is empowered to deliver great first‑contact resolutions. You’ll ensure service levels are met through motivated, skilled staff who share your commitment to doing the best for our community.
In this fast‑paced environment, you’ll role model exceptional customer service, demonstrate steady leadership, and respond with agility to the dynamic needs of our customers. You will remain calm, empathetic, and decisive when handling escalations, ensuring your presence brings stability, clarity, and confidence to the team. As a visible and engaging leader, you’ll bring energy to the floor, foster strong team connections, and collaborate thoughtfully when making decisions that affect your people.
Key Responsibilities
You’ll be part of a team that values collaboration, innovation, and making a positive impact for Hamiltonians. We offer a supportive environment where your leadership will help shape the future of customer service in local government.
Oo puumanawa me oo wheako | Your skills and experience
He aha te wariu o te utu kaimahi? | What’s the salary?
Circa $80,000 dependent on skills and experience.
Me Tono Inaaianei!: Apply Now!
If you wish to include a cover letter with your application, please combine this in the same file as your resume and upload as a PDF file. Alternatively, you can use the 'Write a message to the Hiring Team' text box.
Applications close on the: 18/03/2026
Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.
All candidates will be notified of the outcome on their application via email. 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. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking here
It is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met.
As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.
This role is being sourced directly. If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.