Customer Experience Specialist

Waipā Networks; Te Awamutu; On-site; NZD 50,000 - 65,000; Full time

Job summary

Waipā Networks is seeking a Customer Experience Specialist for a 12-month fixed-term period to support customers, coordinate information and keep communication flowing across the business. You will handle inquiries, service issues, outages and billing-related queries while collaborating with various teams to ensure timely information delivery.

The ideal candidate will have at least two years in admin/coordination or customer-focused roles, strong written and verbal communication, and a

Qualifications

• At least two years in admin, coordination or customer-focused role.
• Strong written and verbal communication.
• Calm, organized and adaptable when priorities change.
• Attention to detail and accurate record-keeping.
• Proactive, solutions-focused with great customer service.

Responsibilities

• Provide first-line customer support by phone, email, Messenger and in person.
• Respond to inquiries, complaints and service issues professionally.
• Assist investigations in line with Utilities Disputes guidelines.
• Coordinate planned power outage communications and notifications.
• Support outage response administration, including logging, dispatching and closing jobs.
• Provide admin support for new connections, metering, distributed generation and outage reporting.
• Maintain accurate customer and operational records across our business systems.
• Work with customers, electricians, retailers, contractors and teams across Waipā Networks.
• Prepare information for audits and keep key processes documented and up to date.

Skills

Customer service

Admin experience

Communication skills

Record keeping

Problem solving

Organisational skills

Job description

Full-time | 12-months fixed term

Help keep our customers informed, supported and connected.

We’re looking for a Customer Experience Specialist to join our team for 12 months, providing additional support during a busy period.

It’s a varied, fast-paced role where you’ll help customers, coordinate information and keep communication flowing across the business. If you enjoy working with people, solving problems and staying organised when priorities change, this could be a great fit.

Why join Waipā Networks?

We’re a community-owned electricity distribution business supplying power to more than 60,000 people across Cambridge, Te Awamutu, Kāwhia, Tamahere and surrounding areas.

Our Customer team plays an important role in keeping our customers connected – helping them get the information, support and service they need.

When you join us, you’ll be part of a supportive, down-to-earth team where your work makes a real difference for our customers and community.

What the role involves

As a Customer Experience Specialist, you’ll be a key point of contact for our customers, helping with everything from general enquiries and service issues to power outages, connections and billing-related queries.

No two days are the same. You’ll manage calls, emails, customer requests and escalations, while working closely with our network and operations teams to support power outage response, planned works and other customer needs.

You’ll help make sure customers receive clear, timely and accurate information, even when things are moving quickly. In this role, you’ll:

• Provide first-line customer support by phone, email, Facebook Messenger and in person
• Respond to customer enquiries, complaints and service issues with professionalism and care
• Help resolve complaints and support investigations in line with Utilities Disputes guidelines
• Coordinate planned power outage communications and customer notifications
• Support power outage response administration, including receiving, logging, dispatching and closing jobs
• Provide administration support for new connections, metering, distributed generation and outage reporting
• Maintain accurate customer and operational records across our business systems
• Work with customers, electricians, retailers, contractors and teams across Waipā Networks
• Prepare information for audits and keep key processes documented and up to date.

About you

You enjoy working with people, solving problems and being part of a team that delivers an important service to the community. You’ll bring:

• At least two years’ experience in an administrative, coordination or customer-focused role
• Strong written and verbal communication skills
• Sound judgement and confidence managing customer queries or complaintsThe ability to stay calm, organised and adaptable when priorities change
• Strong attention to detail and confidence maintaining accurate records
• Good systems and computer skills, with the ability to learn new tools quickly
• A proactive, solutions-focused approach and genuine commitment to providing a great customer experience.

Experience in electricity distribution, utilities, infrastructure or another operational service environment would be an advantage, but it’s not essential. What matters most is your ability to build trust, communicate clearly, stay organised and provide great service.

What you’ll enjoy

• A varied role where no two days are the same
• The opportunity to build your skills and experience
• A meaningful role supporting an essential local service
• The chance to make a positive difference for our customers and community.