Customer Experience Advisor

New Zealand Government; Wellington; On-site; NZD 77,000 - 116,000; Full time

Benefits offered by this job

Flexible working culture

Annual EPA Environment Day

Home office setup allowance

Relocation support

EPA awards

Learning opportunities

Leave between Christmas and New Year

Job summary

The Environmental Protection Authority (EPA) in Wellington is seeking a Customer Experience Analyst to support the contact centre. You will respond to a range of queries, use good judgement and provide excellent service, and help the team deliver high standards of customer care.

You will notice trends from customer feedback, collect robust data, and translate insights into practical improvements, while maintaining day-to-day contact centre operations.

Qualifications

• Demonstrated experience in a customer service, contact centre, or other customer-facing role.
• Strong communication skills, with the ability to explain complex information clearly and professionally to a diverse range of customers.
• Experience supporting service quality, consistency, or continuous improvement initiatives.
• Confidence using Excel to analyse customer contact data. Power BI skills would be a bonus.
• Ability to identify customer trends, issues and insights, and contribute practical solutions and improvements.
• Proven ability to build effective working relationships and collaborate across teams.
• Strong judgement and problem-solving skills, with the ability to manage complex enquiries and make appropriate escalation decisions.
• A positive, collaborative approach and a genuine commitment to delivering excellent customer experiences.

Responsibilities

• Answer a range of queries with good judgement and sound customer service practice.
• Support the contact centre kaimahi to collect robust data and look for customer insights.
• Help turn insights into practical improvements across the Customer Experience team.
• Keep the contact centre running well day-to-day and provide support to others in the team.
• Escalate issues as needed and guide good practice, sharing knowledge with less experienced kaimahi.

Skills

Customer service experience

Strong communication skills

Data analysis

Problem solving

Collaboration across teams

Service quality focus

Trend identification

Excel proficiency

Tools

Excel

Power BI

Job description

About our group

As New Zealand's environmental regulator, the work we do today helps shape the future of our tomorrow. Our purpose | To tatou kaupapa We are the Environmental Protection Authority (EPA), Aotearoa New Zealand's independent environmental regulator. Our role is important: to help protect our country's unique way of life by looking out for the health of its environment, its economy and its people.

Our kaupapa is about making the right decisions based on evidence, mātauranga, and science. At the EPA, we encourage big ideas and bold goals. What we achieve today helps shape the future of New Zealand for generations to come. Jump in the waka - make history with us.

About our group | Mō te roopu

The Corporate Services Group works in close partnership with the wider business to lead, support, and enable the EPA to achieve its strategic intentions and effectively and efficiently deliver its core functions.

There are five key functions within the Corporate Services Group. These are: Information Management and Technology, People and Capability, Communications and Customer, Finance and Business Services and Enterprise Projects.

Communications and Customer provides leadership and support in the areas of external communications and media management, corporate communications and publications, ministerial and government engagement, and information with the public through official correspondence and customer contact centre.

There are two teams within Communications and Customer: the Communications team and the Customer Experience team. This role sits within the Customer Experience team.

About the role | Mō te tūnga

This is a full‑time role is based in our Wellington office. While we're happy to consider work‑from‑home arrangements, this role is not designed for full‑time remote working.

This is a customer contact role with plenty of variety, problem‑solving, and chance to make a real difference. You'll be part of a small, supportive team that helps people connect with the EPA and find the right information.

You'll answer a range of queries, using good judgement and sound customer service practice to work out what's needed and help people move forward.

A big part of the role is noticing trends from what customers are telling us. You'll support the contact centre kaimahi to collect robust data, then use your analysis skills to look for customer insights. The Customer Experience team works together to help turn those insights into practical improvements.

You'll also help keep the contact centre running well day‑to‑day. While you won't manage people, you will be an important point of support for others in the contact centre. You'll take an active interest in service quality and workload across the team, helping identify issues early, coordinating practical solutions, and supporting the team to deliver a consistently high standard of service.

You'll also help guide good practice, share knowledge, support less experienced kaimahi, and act as a first point of escalation when enquiries need an extra level of care.

About you | Mōhou ake

• Demonstrated experience in a customer service, contact centre, or other customer‑facing role.
• Strong communication skills, with the ability to explain complex information clearly and professionally to a diverse range of customers.
• Experience supporting service quality, consistency, or continuous improvement initiatives.
• Confidence using Excel to analyse customer contact data. Power BI skills would be a bonus.
• Ability to identify customer trends, issues and insights, and contribute practical solutions and improvements.
• Proven ability to build effective working relationships and collaborate across teams.
• Strong judgement and problem‑solving skills, with the ability to manage complex enquiries and make appropriate escalation decisions.
• A positive, collaborative approach and a genuine commitment to delivering excellent customer experiences.

What's in it for you | Ngā āhuatanga kei a mātou

• flexible working culture
• three additional paid leave days between Christmas and New Years in addition to four weeks' annual leave
• $400 non-taxable payment to help you set up working at home
• an annual paid EPA Environment Day to support the community with environmental initiatives
• in‑house Māori cultural capability building programme
• learning opportunities, including the annual EPA Symposium
• active and lively social club, and diverse groups and support networks
• EPA awards recognising individual and team effort
• relocation help for those moving to New Zealand from overseas.

Salary range

$77,045 - $115,567 per annum (midpoint $96,306). This is the full salary range of the band, from 80% - 120%. Appointments will generally be made at or below the midpoint of this range, depending on skills and experience.

Applications close | Rā Katinga

Monday 5pm, 31 August 2026. We will review applications as they are submitted and may begin our selection process prior to the end of the application stage.

For more information, please contact [e-mail] or check out the careers section of our website www.epa.govt.nz/careers.

View the Position description