Customer Experience Coordinator - Part time

If you're ready for a challenge and want to improve the lives of New Zealanders in need, this could be the perfect role for you.
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  • Excellent CBD fringe location
  • Competitive remuneration package
  • Part time – 20 hrs per week

The Customer Experience Coordinator will manage the Whakarongorau Aotearoa/National Telehealth Service (NTS) regular service user experience surveys and the online community group. They will also work with the Senior Customer Experience Lead to assist in bringing consumer information and services together to support better service design and service delivery, improve user experience, and extend traditional promotion methods through effective community outreach and engagement. 

About the role | Atu mo te mahi

The Customer Experience Coordinator will manage the service user experience (Feel o Meter) surveys and reports and will work with service delivery leads and others to outline service delivery and user experience improvements or changes. 

  • Conduct regular service user experience surveys, complete analysis and regular reporting with feedback for service improvement.
  • Support the internal continuous improvements as a result of the regular service user experience surveys for the services we deliver, working with internal leads, staff and users/consumer.
  • Generate innovative thinking to meet health needs.
  • Promote evidence-based approaches, activities, information and resources that contribute to protecting the health and wellbeing of New Zealanders.
  • Co-ordinate and support co-design projects - carrying out relevant research to get consumer feedback and insights.
  • Identifying ways to improve the efficiency and effectiveness of the service, promoting innovation and testing new ideas.
  • Review processes working with internal comms and CEIT that leads to improvements and how we deliver effective service user experience.

About you | Pehea koe

Qualifications and Experience

  • Degree or diploma or relevant qualifications in health, maths, education, or research 
  • 2-3 years’ experience in quantitative research and using quantitative data
  • Ability to produce relevant reports highlighting key findings and insights for a variety of stakeholders and service user groups
  • Health sector or NGO experience   
  • Excellent communication skills particularly written and verbal

Skills and Competence

  • An understanding of Te Tiriti o Waitangi and the special status of Māori as tangata whenua. 
  • A strong commitment to equity 
  • Strong commitment to delivering excellent customer service and experience
  • Undertaking quantitative analysis and interpretation of survey data 
  • Strong excel skills
  • Good organisations skills with proven ability to prioritise workloads
  • Able to quickly grasp and convey new concepts
  • Results driven and committed to excellence
  • Proven ability to work under pressure, motivate a team, and meet deadlines
  • Accuracy and attention to detail
  • Ability to lead and work as part of a team
  • Ability to always respect confidentiality
  • High level of tenacity and focus
  • Strong emotional intelligence
  • Organised and can delegate and co-ordinate work to meet objectives and deadlines

About us | Ko wai hoki

Whakarongorau Aotearoa are privileged to provide the people of Aotearoa New Zealand with professional, quality advice, support, and information across a range of health and mental health services including the COVID-19 Healthline. We do this 24 hours a day, seven days a week across seven digital channels. We manage inbound and outbound call centres in Auckland, Wellington, and Christchurch as well as remote teams working from their homes across the country.

Our Values | Ō Tātou Uara

Our ambition is to virtually support people of Aotearoa New Zealand to stay well and connect them seamlessly with care when they need it. Our values underpin all we do, and how we do it.

  • Do the right thing | Mahia te mea tika
  • Motivated by quality | Hihiri e te kounga
  • Passion for better | Ngākau nui ki te pai ake
  • Shoulder to Shoulder | Pokohiwi ki Pokohiwi

Whakarongorau Aotearoa celebrates the success of our staff and is continually looking for ways to strengthen and improve our service. You can also look forward to being part of a growing and well-respected national organisation that celebrates success.

Or, know someone who would be a perfect fit? Let them know!

Kia ora, Mālō and Welcome!

We run the Government-funded free to the public, 24x7 national telehealth services across seven digital channels. 

Whether we're nurses, counsellors, clinicians, accountants, or administrators, everyone at Whakarongorau works to virtually support Kiwis with their wellbeing.

Connect with us today and help support the people of Aotearoa New Zealand.

Already working at Whakarongorau Aotearoa // New Zealand Telehealth Services?

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