Job Description

Group Lead - CCS-I

• Interested in combining your  passion for leading and growing people  with your drive to improve customer experience?
• We have two 12-month Group Lead Secondment opportunities within  the Individuals and Families customer segments.

• We welcome applications from IR employees and from those interested in cross-agency secondment opportunities across the wider public sector.

• Location options:
• Individuals: Dunedin, Christchurch, Wellington, Upper Hutt, Palmerston North, Hamilton, Auckland
• Families: Christchurch Mid City, Upper Hutt, Hamilton, Takapuna

The Opportunity | Ara Whiwhi Mahi

Are you an  energetic and self-motivated person looking for an exciting  senior leadership opportunity? This role is for those ready to challenge their established leadership skills and seize the opportunity to develop their capabilities in the Group Lead position within Customer and Compliance Services – Individuals and Families customer segments. Some knowledge of our business or the type of work we do would be beneficial.

About the role | Mo te tuna

You will ensure our teams deliver the desired outcomes for our customers. To enable this, you will build effective relationships with your Team Leads and a wide range of key people across IR. In this role, you will actively contribute to the leadership vision of our teams, share your ideas & expertise, and apply them to the way we operate internally, as well as how we interact with our customers.

Reporting to the Customer Segment Leader, the Group Lead role is responsible for building an environment that encourages and enables the delivery of shared positive outcomes. You will empower and support our people to make quality decisions with your passion and commitment to coaching for performance. The start date for these positions is 20th July 2026, for a period of 12 months. This role requires regular travel to meet the expectations of the role.

About you | Mōu

To be successful in this position you will possess some of the following attributes:

• Expertise in leading, coaching and empowering leaders and teams who work directly with a diverse range of customers to achieve quality outcomes in a large and complex environment.
• Being a recognised leader with an understanding of broader systems context to meet performance targets at the group level and support IRs wider strategic outcomes.
• A role model of IRs behaviours who can have courageous conversations with others to demonstrate the same.
• Experience in leading change, encouraging innovation and building wide and diverse networks.
• Provide input and operational insights into strategic development to support better customer and business outcomes.
• You’ll possess the ability to connect the big picture and deliver meaningful outputs as a result

About us | Mō mātou    

The Individuals customer segment is a large and complex segment looking after more than 3 million customers. Our workforce is equally large with more than 1,100 people, geographically dispersed delivering services and compliance outcomes across multiple channels.

We administer a broad range of products and services that underpin New Zealand’s tax and social policy system, including income tax, IRD number registration, KiwiSaver, student loans, unclaimed monies and other entitlements and obligations.

A core activity of our segment is delivering strong compliance outcomes, particularly in areas where customer behaviour drives system integrity. This includes supporting accurate reporting of self-declared income and ensuring overseas-based student loan borrowers meet their repayment obligations. Through a mix of education, proactive engagement and targeted compliance activity, we help customers understand what’s required, take the right actions, and address non-compliance where it occurs - protecting the fairness and sustainability of the system for all New Zealanders.

Together, we operate at scale to deliver efficient, fair and accessible services - helping customers meet their obligations, access their entitlements, improving compliance and contribute to the wellbeing of New Zealand.

The Families segment supports over 1.8 million customers across Aotearoa New Zealand. Our customers are part of Families due to their entitlement to Working for Families, Paid Parental Leave, FamilyBoost, or their involvement in Child Support as a recipient or payer.

We manage the full range of associated products for these customers, ensuring they receive the right financial support at the right time. Our work is critical — many families rely on us to get their entitlements correct and paid promptly.

Alongside this, we are responsible for collecting and distributing Child Support payments to receiving carers, and for delivering compliance activity across our customer base. Our teams play a vital role in supporting families with empathy, while ensuring obligations are met and the integrity of the system is maintained.

Apply here | Tono mai

Please apply online with your CV and a cover letter (max 2 page) that highlights:

• Your leadership strengths (Leadership)  
• How you support people through change (Change Management)  
• Your ability to deliver great outcomes for customers and teams (Customer Advisory)  
• Anything else that makes you the right fit for this role.  

Applications close 5pm Sunday, 28th June 2026.

For any questions, please contact CCSCareers@ird.govt.nz

We welcome applications from IR employees and from those interested in cross-agency secondment opportunities across the wider public sector.

At Inland Revenue, we truly embrace diversity and inclusion and promote a flexible and supportive work environment that meets the needs of our people and business.

We have trust and integrity – we innovate to make a difference – we value people – we work together.