Contact and Dispatch Coordinator

New Zealand Government; Wellington; Hybrid; NZD 57,000 - 69,000; Full time

Benefits offered by this job

Flexible working from home up to 2 d/w

Wellbeing programme

Professional development opportunities

5 weeks annual leave accrual after 2+年

Job summary

Tiaki Wai is a council-owned organisation delivering drinking water, wastewater and stormwater services. We are hiring a customer-focused dispatch adviser to support our Customer Group, handling queries and coordinating service requests for our crews across the region.

You will triage issues, dispatch work, provide status updates, and work with operational teams to resolve customer needs. This fast-paced role offers development opportunities and a variety of tasks.

Qualifications

• Demonstrated first contact customer service experience and SLA experience.
• Ability to manage workload to meet KPIs.
• Experience in dispatch, triaging/scheduling of work.
• Ability to navigate multiple systems quickly.
• Excellent written and verbal communication with attention to detail.

Responsibilities

• Resolve customer queries through inbound/outbound calls and emails.
• Triage and dispatch service requests to councils and service crews.
• Provide timely, accurate information on the status of requests.

Skills

First contact customer service

KPI management

Dispatch / scheduling

Systems navigation

Written and verbal communication

Job description

The remuneration starting range for this role is $62,922 (including KiwiSaver) depending on skills and experience.The opportunityTiaki Wai is growing to meet our network maintenance and repair needs.Working in our Customer Group, you will use your outstanding customer service and organisational skills to ensure a seamless experience across both our customer contact and dispatch functions. This is a fast-paced role offering development opportunities and variety.You will:Resolve customer queries through a mix of inbound/outbound calls and emailsTriage and dispatch service requests to councils and service crewsProvide timely and accurate information for customers on the status of their requestsThis opportunity will allow you to grow internal relationships with our operational teams and provide resolutions for our customers.About youAs an individual that enjoys solution-focused customer service, you will need to be effective at getting to understand repair issues and triage them suitably for our service crews. This will require you to have:Demonstrated first contact customer service experience and history working with customer service level agreements (SLA)The ability to coordinate and manage your workload to meet your own KPI'sExperience in the dispatch, triaging/scheduling of work is strongly preferredCompetency to navigate technology and a range of systems at paceExcellent written and verbal communication skills with a focus on attention to detailA positive, can-do attitudeWe offer the opportunity to grow your skills in a high-energy, fun and supportive team who are just as passionate about supporting each other as we are our customers.BenefitsAt Tiaki Wai, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.Our benefits include:Flexible working arrangements including up to 2 days working from homeComprehensive wellbeing programme, including one paid wellbeing day annuallyFormal and informal professional development opportunities5 weeks annual leave accrual will be available following 2 years of continual serviceFor a full list of our employee benefits, click here.About usTiaki Wai is a council-owned organisation responsible for managing the delivery of drinking water, wastewater, and stormwater services across Hutt Valley, Porirua, and Wellington.We manage public-owned extensive water infrastructure and oversee the delivery of safe and reliable services for our communities. We focus on long-term investment, asset management, maintenance, and delivering major infrastructure projects that support public health, environmental protection, and regional growth.Water is a precious taonga. At Tiaki Wai, we put care into every drop and are guided by our values of Integrity, Care, and Leadership. We work directly with water consumers and in partnership with councils and mana whenua to deliver better water outcomes for current and future generations.Applications close on Monday, 26 October 2026.How to applyTo view a copy of the position description, click here.To apply for the role, click on the 'apply' button or visit the Tiaki Wai Careers site, if you are a Tiaki Wai employee please apply using your work email.For further information, email: [e-mail] for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Tiaki Wai. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.