Head of Client Services

Client Services · Auckland, Penrose
Department Client Services
Employment Type Full-time permanent
Minimum Experience Manager/Supervisor

About our role

The Head of Client Services leads the team that works primarily with CAP Debt Help clients. This role provides strategic oversight and management to all Client Services operations to ensure that CAP continues to serve Debt Help clients with excellence and understanding.

The Head of Client Services works alongside the Client Services Team leaders and the wider Services Department leadership team to bring insight, innovation and improvement to the client experience and to CAP’s service delivery. This role is highly relational, with key stakeholders including clients, creditors and volunteer Debt Coaches, as well as wider sector relationships.


About you

As the Head of Client Services, you will have a passion and vision to ensure individuals and whānau across Aotearoa are set free from the burden of unmanageable debt and moving towards a place of financial health. You will be committed to accuracy and excellence in service delivery and to the evaluation and reporting of service indicators for the purposes of continual improvement. You will be knowledgeable about financial systems and practices and also familiar with the Building Financial Capability sector.

 

As a leader, you will enjoy leading teams and empowering other leaders, likely with several years of management experience. In particular, you will have strong experience in change management and setting direction. You thrive on working collaboratively, identifying solutions and shaping a culture of ongoing learning and excellence. You will move with ease between the detailed nature of client casework and the big picture of strategic thinking, as both are required in this role.

 

You will have a strong personal alignment with the foundational Christian philosophy, organisational identity, culture, and values of CAP.


Key Requirements we’re looking for in our Head of Client Services:

  • Proven ability to lead a team, including leading leaders, and develop a thriving team culture
  • Demonstrated ability in leading service improvements and increasing service effectiveness
  • Ability to balance empathy, compassion, professionalism and best practice, and to encourage others to do the same
  • A strong growth, developmental and learning mindset, and mode of practice
  • Strong skills in working collaboratively and strategically, drawing on the insights, wisdom, and competence of colleagues
  • Excellent oral, written and interpersonal communication skills


Please refer to the Job Description for a detailed outline of the role, as well as the skills, abilities, and attributes we are looking for.


About our organisation

CAP is a not-for-profit organisation working across Aotearoa to bring hope and help to individuals and whānau who are trapped in debt and poverty.

Every month, CAP receives hundreds of phone calls from New Zealanders who are drowning in unmanageable debt. It consumes more than they have to give; families are forced to sacrifice living essentials to pay their creditors. Our free, professional Debt Help service enables clients to repay their debt using their own income, and work towards a better future. As with all of CAP’s services, Debt Help is delivered in partnership with local churches, allowing clients to receive holistic care as they journey towards the ‘debt free’ finish line.


Some of the benefits of working at CAP

  • You will be joining a team of skilled and dedicated individuals who are passionate about CAP’s mahi and making a difference in the community
  • Staff wellbeing and health is of high importance at CAP, with an employee assistance programme and flexible working options available
  • Generous annual leave provisions – annual entitlement of five weeks for the first year, then building towards six weeks
  • Best of all – you will play a part in positively impacting the lives of New Zealanders in poverty – and the generations that follow


Please note: You are required to disclose any convictions or pending charges in your application, and a Ministry of Justice vetting check, with acceptable results, will be a condition of appointment to this role. Please see CAP's Police Check Policy for more details.

Thank You

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  • Location
    Auckland, Penrose
  • Department
    Client Services
  • Employment Type
    Full-time permanent
  • Minimum Experience
    Manager/Supervisor