Customer Escalations & Information Coordinator (Hybrid)

Tiaki Wai; Wellington; Hybrid; NZD 63,000 - 89,000; Full time

Benefits offered by this job

WFH up to 2 days

Wellbeing day

Professional development

5 weeks annual leave

Job summary

Tiaki Wai is seeking a dedicated resolutions coordinator in Petone, Wellington region, with hybrid work options. The role focuses on responding to customer complaints, triaging incidents and guiding cases to a fair resolution while communicating with councils, stakeholders and internal teams.

You will join a high-energy, supportive team with business hours Monday–Friday, plus an on‑call roster. The position offers growth opportunities and a commitment to wellbeing and development.

Qualifications

• Outstanding customer service and communication skills to respond to customers with empathy.
• Experience in an administration or operational coordination role; disputes resolution or incident management preferred.
• Proficiency with Microsoft Office; familiarity with incident management processes is a plus.
• Strong listening, verbal and written communication skills.
• Excellent time management, accuracy and attention to detail in a SLA-driven environment.

Responsibilities

• Respond, triage, allocate and manage customer complaints through to resolution.
• Support incident and escalation functions; lead communication to stakeholders about outages, incidents and planned works.
• Work across incident coordination and resolution administration to deliver fair outcomes for customers.
• Participate in a rostered on-call schedule after hours as required.

Skills

Customer service

Communication skills

Administration experience

Incident management

MS Office

On-call readiness

Tools

Microsoft Office Suite

Incident management systems

Job description

Tiaki Wai is seeking a dedicated resolutions coordinator in Petone, Wellington region, with hybrid work options. The role focuses on responding to customer complaints, triaging incidents and guiding cases to a fair resolution while communicating with councils, stakeholders and internal teams.

You will join a high-energy, supportive team with business hours Monday–Friday, plus an on‑call roster. The position offers growth opportunities and a commitment to wellbeing and development.