Contact and Dispatch Coordinator Customer · Petone Office

Tiaki Wai; Lower Hutt; Hybrid; NZD 57,000 - 69,000; Full time

Benefits offered by this job

WFH days

Wellbeing programme

Dev opportunities

Annual leave 5 weeks

Job summary

Tiaki Wai in Petone, Wellington region, is looking for a customer service and dispatch coordinator. You will resolve customer queries via calls and emails, triage service requests, and dispatch to councils and crews. The role offers WFH days, strong development opportunities, and a focus on work-life balance.

Applicants should have first contact customer service experience, SLA familiarity, and the ability to manage workloads to meet KPIs. A can-do attitude and clear communication are essential.

Qualifications

• First contact customer service experience with SLA familiarity.
• Ability to coordinate and manage workload to hit KPIs.
• Dispatch/triaging and scheduling of work experience preferred.
• Proficiency with technology and multiple systems at pace.
• Excellent written and verbal communication with attention to detail.
• Positive, can-do attitude.

Responsibilities

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

Skills

Customer service experience

SLA familiarity

Workload management

Dispatch/triaging

Tech systems navigation

Written and verbal communication

Positive attitude

Job description

• Great development opportunity
• Work/life balance – no weekend or evening work
• Convenient Petone location with WFH days allocated

The remuneration starting range for this role is $62,922 (including KiwiSaver) depending on skills and experience.

The opportunity

Tiaki 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 emails
• Triage and dispatch service requests to councils and service crews
• Provide timely and accurate information for customers on the status of their requests

This opportunity will allow you to grow internal relationships with our operational teams and provide resolutions for our customers.

About you

As 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’s
• Experience in the dispatch, triaging/scheduling of work is strongly preferred
• Competency to navigate technology and a range of systems at pace
• Excellent written and verbal communication skills with a focus on attention to detail
• A positive, can-do attitude

We 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.

Benefits

At 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 home
• Comprehensive wellbeing programme, including one paid wellbeing day annually
• Formal and informal professional development opportunities
• 5 weeks annual leave accrual will be available following 2 years of continual service

For a full list of our employee benefits click here.

About us

Tiaki 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: Monday 26 October

Applicants 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.