Customer Resolutions Manager

Nau mai, haere mai. We’re Chorus. You may have already heard about us and know we’re the team empowering the digital future of Aotearoa with our ultra-fast fibre. We’re a talented bunch who are passionate about our purpose: Unleashing potential through connectivity. Enabling better futures for Aotearoa.  

Te Momo Tūranga | Contract:  Permanent, Full time

Te Wāhi | Where:  Auckland

Te Pūtake | Why we’re hiring: We’re stepping into our next chapter, aspiring toward 80% fibre uptake across the motu by 2030. With our new strategy providing the roadmap for what we’re working to achieve and how we’ll get there, opportunities are emerging as we seek to expand our capability and talent in new and different spaces. 

Te Whiwhinga Mahi | The Opportunity

As the Customer Resolutions Manager, you’ll lead the team responsible for managing complex customer complaints and escalations, from senior executive queries to technical concerns raised by service companies or internal staff. You’ll be at the heart of resolving issues that matter most to customers, while working across the business to identify and fix the root causes behind them.

In this role, you’ll guide a team of resolution specialists, helping them grow and succeed while creating a culture that puts the customer first. You’ll manage day-to-day workflows, make sure we meet our service targets, and coach the team to deliver consistently high-quality outcomes. You’ll also support the wider Customer Care function and ensure that our response to issues is always timely, thoughtful, and effective.

Beyond resolution, this role is about prevention. You’ll work closely with teams across Chorus to identify patterns, drive improvements to our systems and processes, and help shape a better customer experience overall. If you’re someone who’s passionate about people, great at navigating complex situations, and driven to make things better for customers, this is a chance to make a real impact.

Ō Wheako, ō Pūkenga | Your Experience

To succeed in this role, you’ll need leadership experience in customer-focused environments, along with a strong understanding of how to manage and improve operational processes.

You’ll bring to the role:

5+ years in a leadership or management role within operations
Experience working with both business and consumer customers
Managed inbound service channels, including voice
Confidence engaging with senior leaders, internally and externally
A strong customer focus and commitment to service excellence
Experience improving processes and driving continuous improvement
Familiarity with legal, regulatory, and contract management requirements

Not sure that you meet all the requirements? If you still think you could be great for the role, we encourage you to apply!

Mō mātou | About us 

We’re shaping a future where all New Zealanders are free to access opportunities that define their own lives, as we expand our network to help Aotearoa grow. 

With a new strategy in place and a powerful, inspiring purpose, Chorus is an exciting space right now. We’re on the path to moving from being the great network builder to being the great network operator. To do that, we embrace our mindsets: Be bold, ignite growth, Honour our past, reimagine our future, and Connect communities, empower people. We need people who not only embody these mindsets and the underpinning behaviours but who also inspire others to do the same. 

With our Chorus Care package benefits behind you, you’ll have the opportunity to learn and grow alongside a caring, open-minded team in an environment that embraces diversity, encourages innovation, redefines flexibility, and offers an enviable work life balance. 

Nōu te mana | Work your way 

We know how to do hybrid working well and have been doing it for years and encourage you to find ways to work flexibly.  If it suits your circumstances and delivers great outcomes for Chorus – that’s when you know you’ve found the Flex@Chorus Sweet Spot! 

He Wāhi Whakaōrite Whiwhinga Mahi.  

We have a fair, inclusive and equitable culture where our differences are our strengths, we connect on shared values, and everyone has the opportunity to thrive.  Please let us know of any accessibility requirements you would like us to consider to support you with your application. We know women are underrepresented in senior roles, and we want to change that.  If you’re a woman looking for your next step, in a company that genuinely supports your growth, has a flexible work culture and visible female leaders we’d encourage you to apply.  

Come be part of a new era at Chorus, apply today. 

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