Customer Resolution Specialist

New Zealand Government; Wellington; On-site; NZD 89,000 - 105,000; Full time

Benefits offered by this job

Flexible working

Wellbeing day

Professional development

5 weeks leave

Job summary

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 extensive public-owned 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.

Qualifications

• 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.

Responsibilities

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

Skills

Relationship management

Communication skills

Data analysis

Time management

Problem solving

Active listening

Job description

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 facing challenging water-related situations by proactively managing workflows 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 to a high standard of accuracy and presentation
• Identify applicable legislative, policy and procedural requirements to assist with evaluating issues and complaints
• Lead continuous improvement of 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 take a pragmatic approach to bringing information together to reach a favourable solution.

• 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 after hours for 1 week every 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 about supporting our customers. We also work business hours, rostered between 7am and 5pm on weekdays, so there is the bonus of no weekend or evening work outside of the on-call roster.

Benefits

• 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 of annual leave accrual following 2 years of continuous 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 extensive public-owned 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.

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.