Customer Information and Escalations Coordinator

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

Benefits offered by this job

Flexible working arrangements (up to 2

Wellbeing programme

Professional development opportunities

5 weeks annual leave after 2 years

Job summary

Tiaki Wai in Petone-based offices is seeking a resolutions specialist to protect resources and ensure fair outcomes for customers. The role offers variety, challenge, and pathways for growth within a hybrid working arrangement.

You will respond, triage, allocate and manage customer complaints through to resolution, and support incident management with clear communications to stakeholders about outages and planned works. There are opportunities to grow in a high-energy team.

Qualifications

• Outstanding customer service and communication skills to effectively respond to customers in a range of situations with empathy.
• Experience in an administration or operational coordination role, with disputes resolution or incident management experience strongly preferred.
• Computer literacy - particularly with the Microsoft Office Suite, and ideally having worked with incident management systems/processes.
• Highly developed listening, verbal, and written communication skills.
• Excellent time management, accuracy and attention to detail to work to deliver in a SLA driven environment.
• The ability to work on-call afterhours 1 week per month as part of our rostered team coverage.

Responsibilities

• Respond, triage, allocate and manage customer complaints through to resolution.
• Support incident coordination and resolution administration functions.
• Lead communication to key stakeholders around outages, incidents and planned works.

Skills

Customer service

Communication

Administration

Operational coordination

Disputes resolution

Incident management

Microsoft Office Suite

Incident management systems

Listening

Verbal communication

Written communication

Time management

Attention to detail

On-call flexibility

Tools

Microsoft Office Suite

Incident management software

Job description

• Help us to protect resources and achieve resolution for customers
• A rewarding role offering variety, challenge, and pathways for growth
• Petone based with hybrid working

The remuneration range for this role is $62,922 to $88,832 (including KiwiSaver) depending on skills and experience.

The opportunity

You'll play a key role in our resolutions team, ensuring a fair outcome is provided to our customers while minimising the impact to the organisation and our client councils. Working across both the incident coordination and resolution administration functions, you'll be involved in a variety of impactful work as you respond, triage, allocate and manage customer complaints through to resolution. The role also supports our incident and escalation function, leading the communication to key stakeholders around outages, incidents and planned works.

About you

To be successful in this role, you will bring:

• Outstanding customer service and communication skills to effectively respond to customers in a range of situations with empathy
• Experience in an administration or operational coordination role, with disputes resolution or incident management experience strongly preferred
• Computer literacy - particularly with the Microsoft Office Suite, and ideally having worked with incident management systems/processes
• Highly developed listening, verbal, and written communication skills.
• Excellent time management, accuracy and attention to detail to work to deliver in a SLA driven environment
• The ability to work on-call afterhours 1 week per month as part of our rostered team coverage

You'll have 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. We also work to business hours rostered between 7am-5pm weekdays - so there is the bonus of no weekend or evening work outside of the on-call roster.

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: Sunday, 4 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.