Customer Insight Advisor

Environmental Protection Authority NZ; Wellington; On-site; NZD 57,000 - 86,000; Full time

Job summary

The Environmental Protection Authority NZ is seeking a dedicated contact centre representative to provide exceptional customer service. This role involves responding to customer queries, enhancing the EPA's connection with the public, and improving internal processes. With an emphasis on communication and customer satisfaction, the role presents an opportunity to contribute to the EPA's mission while enjoying flexible working options and additional benefits.

Benefits

Flexible working culture

Three additional annual leave days

$400 gross home setup payment

Annual paid EPA Environment Day

In-house Māori cultural training

Learning opportunities, including EPA Symposium

Active social club and support networks

EPA awards for individual and team efforts

Qualifications

• Previous customer service experience preferred.
• Ability to learn and navigate systems quickly.
• Friendly, patient, and professional approach.

Responsibilities

• First point of contact for customers via calls and emails.
• Ensure every interaction is a positive experience.
• Identify and fix customer pain points.

Skills

Strong verbal and written communication

Customer service

Problem-solving skills

Attention to detail

Building relationships

Education

Relevant tertiary-level qualification

Job description

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 Aotearoa for generations to come.

Come join us

We welcome you to join us on our journey to a healthy environment that benefits us all.

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 four teams within the Corporate Services Group. These are:

• Information Management and Technology
• Finance and Business Services
• People and Capability
• Communications and Customer (which comprises two sub-teams: External Communications and Customer Experience)
  
  

This role sits within Communications and Customer, in the Customer Experience team.

Our work aims to build trust and confidence in the EPA. One way we do this is by making it easy for people to connect with the EPA to access the right information in way that suits them.

About the role | Mō te tūnga

As part of our contact centre, you’ll be the first point of contact for people reaching out to the EPA.

You’ll be answering calls and responding to emails, providing clear and accurate information, and ensuring every interaction is a positive experience. You’ll also have time away from the phones to contribute to the wider work of our Customer Experience team – identifying and fixing customer pain points.

This role will offer plenty of scope to help us further design and improve our systems and processes to make sure we’re delivering the best service to our customers. We will provide you with training in the wide range of areas that EPA regulates, such as the Emissions Trading Scheme and Hazardous Substances.

We’d love you to bring your enthusiasm for continuous improvement as we’ll be looking to you to help us understand why our customers are calling, to identify contact themes or emerging issues, and to use these insights so we can improve our online tools, processes and services.

There will also be opportunities to flex and extend your skills by supporting other work in the Communications and Customer team, and across the EPA.

This role is based in our Wellington office, though hybrid working arrangements are possible.

About you | Mōhou ake



Skills

We don't expect you to know everything from day one, but we’d love our successful candidate to have some of the following skills and attributes:

• Strong verbal and written communication
• A friendly, patient, and professional approach to customer service
• The ability to learn and navigate systems quickly
• Attention to detail and good problem-solving skills
• A track record of building and maintain effective working relationships
• Previous customer service experience (contact centre experience is a bonus but not essential)
• A relevant tertiary-level qualification(again, this one’s advantageous but not essential)
  
  

If you enjoy helping people and want to be part of a team that makes a difference, we’d love to hear from you.

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

There Are Extra Benefits To Working At The EPA

• flexible working culture
• three additional annual leave days between Christmas and New Years in addition to four weeks’ annual leave
• $400 gross 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.
  
  

Salary range |

$57,824 - $85,686 per annum (midpoint $71,405).

This is the full salary range. Appointments will likely be made at or below the midpoint of this range, depending on skills and experience. An appointment at the midpoint assumes 100% competency in the role, with the full band covering a range of 80% - 120%.

How to apply | Me pēhea te tuku tono

Apply directly by completing the online application form and submitting your CV and cover letter.

Please note: your cover letter will form a key part of our assessment process. Please highlight how your experience relates to the requirements for this role and tell us about you, your values and/or whakapapa and motivations for the role.

View the Position Descriptionfor further information, contact [e-mail] check out the careers section of our websitewww.epa.govt.nz/careers.

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

Applications close | Rā Katinga

5.00 pm, 22 July 2025.

We will review applications as they are submitted and may begin our selection process prior to the end of the application stage