Customer Resolution Specialist

New Zealand Government; Wellington; Hybride; NZD 89 000 - 105 000; Plein temps

Avantages offerts par ce poste

Flexible work

Work from home up to 2 days

Wellbeing programme

Professional development

5 weeks annual leave

Résumé du poste

Tiaki Wai is seeking a dedicated professional to manage end-to-end resolution of complex issues, complaints and disputes in a fast-paced water services environment in Wellington. You will own a portfolio of cases, proactively guiding them to resolution while maintaining strong stakeholder relationships.

You will collaborate across teams, prepare precise written communications, and identify relevant legislative and procedural requirements.

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.
• 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.

Responsabilités

• Manage the end-to-end resolution process for complex and escalated issues, complaints and disputes.
• 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.

Description du poste

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 opportunityYou 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 partiesPrepare written communication to a high standard of accuracy and presentationIdentify applicable legislative, policy and procedural requirements to assist with evaluating issues and complaintsLead continuous improvement of workflows and processes across the teamAbout youYou'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.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 roleA strong customer focus with the ability to build and maintain a broad range of relationshipsExpert listening, verbal and written communication skillsThe ability to analyse data and interpret trendsExcellent time management, attention to detail and problem-solving skillsYou 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.BenefitsAt 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 homeComprehensive wellbeing programme, including one paid wellbeing day annuallyFormal and informal professional development opportunities5 weeks of annual leave accrual following 2 years of continuous serviceFor a full list of our employee benefits, click here.About usTiaki 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.How to applyTo view a copy of the position description, click here.To apply for the role, click on the 'apply' button or visit the Tiaki Wai Careers site. If you are a Tiaki Wai employee, please apply using your work email.For further information, email: [e-mail] 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.