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Our People - Kate Baird

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Today, we’re shining a light on one of our dedicated team members, Kate Baird, who serves as the Municipal Customer Support Supervisor in Christchurch. Since joining WM New Zealand in July last year, Kate has been at the forefront of managing customer service for municipal contracts across the South Island. We had a chat with Kate to learn more about her role and what drives her in her work.

Managing a Dynamic Team and Complex Contracts

Kate oversees a team of seven customer support representatives who handle around 5,000 customer service requests every month. These requests come from a variety of municipal contracts, including those in Christchurch City, Selwyn, Waimakariri, Queenstown, and Marlborough. Her role involves ensuring that the team meets service level agreements (SLAs) and continuously looks for ways to improve customer service delivery.

When asked what she enjoys most about her job, Kate highlighted her passion for continuous improvement. "I’m driven by the need to always question why things are done a certain way," she says. "It’s important not to fall into the trap of doing something just because it’s always been done that way, especially in long-term municipal contracts where processes can become outdated."

Navigating Challenges with a Committed Team

Kate acknowledges that the role comes with its challenges, particularly in managing the increasing expectations of customers. "Keeping up with how customers want to interact, how they receive information, and meeting SLAs and reporting deadlines is part of the daily challenge," she explains. Additionally, each council uses different systems and processes, which adds another layer of complexity. However, Kate is quick to point out that these challenges are what keep the job interesting.

"I’m lucky to have a fantastic team that continually goes above and beyond to meet the individual needs of each council," she says.

A Team Culture Rooted in Passion and Knowledge Sharing

When asked what she wishes more people knew about WM New Zealand, Kate doesn’t hesitate: "WM has a great team culture. The sharing of knowledge since I started has been amazing. People here are genuinely passionate about what they do, they want to make a difference, and they want to enable others to do the same. That’s very inspiring."

Kate’s dedication to continuous improvement, her ability to navigate challenges, and her commitment to fostering a supportive team environment make her an invaluable asset to WM New Zealand. We’re proud to have her leading the charge in customer support across the South Island.

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