Customer Resolution Officer

Tiaki Wai; Wellington; Hybrid; NZD 69,000 - 85,000; Full time

Benefits offered by this job

Flexible working up to 2 days fromhome

Wellbeing programme including one paid

Professional development opportunities

5 weeks annual leave after 2 years

Job summary

Tiaki Wai is seeking a dedicated individual to join our resolutions team in Petone, Wellington. This full-time role focuses on investigating and resolving escalated customer complaints while minimising impact to councils and the organisation.

You will collaborate with stakeholders and manage communications during outages and planned works. The ideal candidate has strong customer service skills and experience in disputes or incident management, plus solid MS Office proficiency.

Qualifications

• Outstanding customer service and communication skills to effectively respond to customers with empathy.
• Disputes resolution or incident management experience strongly preferred.
• Computer literacy - Microsoft Office Suite and incident management systems.
• Highly developed listening, verbal, and written communication skills.
• Excellent time management, accuracy and attention to detail in an SLA-driven environment.

Responsibilities

• Investigate and resolve escalated customer complaints.
• Support and advise Council stakeholders.
• Support communication to key stakeholders around outages, incidents and planned works.

Skills

Customer service

Disputes resolution

Incident management

Microsoft Office

Communication skills

Time management

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

This is a full-time position of 40 hours per week

The remuneration for this role is from $77,093 (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 complaint resolution functions, you’ll:

• investigate and resolve escalated customer complaints,
• support and advise Council stakeholders, and
• support 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
• 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 an SLA driven environment

You will have the ability to work on-call afterhours 1 week in 5-6 weeks 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, 27 September

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.