Peter Roberts

Experience

• 

  Palmerston North City Council

  Oct 2011 - now

  Customer Contact Manager, Contact Services

  Providing Palmerston North resdidents and ratepayers with a 24x7 multi-channel contact centre and trusted by one third of New Zealand local authorities to provide a seamless After Hours service - 123 hours every week, and on hand for any emergency- earthquakes, flooding, weather bombs or power outages. The last four years of our exciting journey has seen the Net Promoter Score move from +3% in 2013 to +100% in 2017. Through a period of extensive strategic change I have led the restructure of the team, reworked business processes and established a quality framework and training programme that is yielding continuous improvement in staff engagement, service performance, and the customer experience. Show less