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Sarah Moore

Customer Services Team Leader

Work experience

Jun 2015Nov 2015

Team Leader

Department of Internal Affairs

Provide leadership and support for a busy and fast paced government customer services team.

Responsible for the day to day management and administration for a team of 12, ensuring efficient service and compliance with all applicable policy. Maintain communication with both internal and external contacts to provide current and applicable information for customers. Motivate and encourage personal and professional development across all team members. Responsible for the end to end process of recruitment for team and recruitment of temporary staff for known busy periods. Provide financial reports with all transactions accounted for, and investigate inconsistencies. Address escalations and difficult customer enquiries professionally and follow up as required. Manage non-compliance and poor performance using clear communication and human resource tools. 

Key Achievements

  • Managed two successful recruitment rounds across 3 teams resulting in over 10 new employees.
  • Simplified booking process for Registry Office resulting in reduced errors and greater customer satisfaction.
  • Organised opportunities for staff to explore career development within the Department.
  • Created an efficient management system for recording a new process with ingoing and outgoing files
Nov 2014Jun 2015

Customer Service 2IC

Department of Internal Affairs

Support Team Leader in the management of Customer Services team. 

Perform the roles and responsibilities of Team Leader when they are not present in the office. Assist with daily banking and financial administration. Provide support and business knowledge to team and colleagues from other business units. Liaise with a variety of business units and people across the Department to ensure business continuity. Maintain stock levels and order forms and stationary from within the Department and external agencies. Complete weekly statistical reports for Operations Manager. Book marriage celebrant interviews and conduct celebrant interview training. Perform audits and provide feedback to team members on errors. Assist team members with difficult customers and provide conflict resolution.

Key Achievements

  • Maintained professional relationships with both management and current team.
  • Implemented sample paperwork for prospective marriage celebrants to ensure accuracy when completing.
  • Trained in and soley responsible for management of Recall files. Created manifests to track movements of Recall files for team's use.
  • Participated in 3 successful recruitment rounds performing preliminary CV checks and as a panel member.
Jan 2014Nov 2014

Customer Service Officer

Department of Internal Affairs

Work as a team to provide face to face identity products and services to the New Zealand public.

Complete all preliminary checks on a variety of applications handled by the Department, including all required security checks prior to the release of any sensitive information. Perform marriage and civil union ceremonies in the Registry Office. Register and update Birth, Death and Marriage records. Conduct marriage celebrant interviews and write recommendation reports for the Registrar General. Maintain communication with other internal staff to provide extra information and discuss problems and solutions for difficult applications.

Key Achievements

  • Provided support and information as Modernise Desktop champion to ensure a smooth transition from old to new.
Nov 2012Dec 2013

Logistical Support Officer

Department of Internal Affairs

Process and audit the different stages of applications for identity products.

Perform preliminary handwriting checks to maintain integrity of application process. Check and correct data from scanned applications. Entry of applications into electronic form for processing. Maintenance of processing knowledge and policy.

Key Achievements

  • Nominated as DELTA champion by my management team. Key responsibilities involved:
  • Assisting in the development and implementation of a new work flow initiative for our business unit and the wider department;
  • Providing training to staff and team leaders on the changes;
  • Drafting and producing guideline manual for the use of the new computer system and processes.


Feb 2010Nov 2012

Bachelor of Arts

Victoria University of Wellington

Bachelor of Arts in Criminology and Anthropology.

Jan 2005Dec 2009

NCEA Level 1, 2 and 3

Whakatane High School

New Zealand Scholarship Award for Classical Studies


Jan 2005Dec 2007

Speech and Drama Level 6 with Honours

New Zealand Speech Board

Completed Levels 1-6 of Speech and Drama.

Feb 2008May 2008

Open Water Diver Qualification


Received my Open Water Diver qualification while studying Marine Biology.