Customer Resolution Specialist

Tiaki Wai; Lower Hutt; Híbrido; NZD 89.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working arrangements up to 2d

Wellbeing day

Professional development opportunities

5 weeks annual leave after 2 years

Descripción de la vacante

Tiaki Wai in Lower Hutt seeks a detail‑oriented complaints resolution specialist to manage end-to-end resolution for complex issues in water services. You will own a portfolio of cases and advocate for practical outcomes, using clear communication and careful stakeholder management.

This full-time role offers hybrid Petone work options, 40 hours per week, and a benefits package including flexible WFH, wellbeing day, development opportunities, and five weeks’ annual leave after two years.

Formación

• Experience dealing with escalated issues and complaints, preferably in a case management, complaints resolution or 2IC role.
• Strong customer focus with the ability to build and maintain a broad range of relationships
• Expert listening, verbal, and written communication skills
• The ability to analyse data and interpret trends
• Excellent time management, attention to detail and problem-solving skills

Responsabilidades

• Lead relationship management, acting as a liaison between multiple parties
• Prepare written communication with a high standard of accuracy and presentation
• Identify applicable legislative, policy and procedural requirements that assist with the evaluation of the issue/complaint
• Lead continuous improvement to the workflows and processes across the team

Conocimientos

Escalated complaints handling

Customer relationship management

Excellent communication

Data analysis

Time management

Descripción del empleo

• Leverage your complaints resolution to achieve meaningful outcomes

• Ongoing development to support your growth

• Convenient Petone location with hybrid working options

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

The remuneration range for this role is $89,151 to $104,884 (including KiwiSaver) depending on skills and experience.

The opportunity

You will manage the end-to-end resolution process for complex and escalated issues, complaints, and disputes. With ownership of your own portfolio of cases, you’ll take a hands-on approach to dealing with people who are facing challenging related water situations by proactively managing the workflow and undertaking a range of activities that result in a path to resolution.

• Lead relationship management, acting as a liaison between multiple parties

• Prepare written communication with a high standard of accuracy and presentation

• Identify applicable legislative, policy and procedural requirements that assist with the evaluation of the issue/complaint

• Lead continuous improvement to the workflows and processes across the team

About you

You’ll be an expert communicator, capable of skilfully resolving escalated cases with tact and diplomacy. Relationship management is your strength; you can consider multiple points of view, see the big picture, and can take a pragmatic approach bringing information together to reach a favourable solution.

To be successful in this role you will bring:

• Demonstrated experience dealing with escalated issues and complaints, preferably in a case management, complaints resolution or 2IC role

• A strong customer focus with the ability to build and maintain a broad range of relationships

• Expert listening, verbal, and written communication skills

• The ability to analyse data and interpret trends

• Excellent time management, attention to detail and problem-solving skills

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

For further information, email: [e-mail]

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: Thursday, 12 November.