Customer Information and Escalations Coordinator

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

• 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

• 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.

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.

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

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

For further information, email: [e-mail]

Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Tiaki Wai.