Senior Customer Service & Billing Leader – Community Impact

Veolia Environmental Services; Papakura; On-site; NZD 120,000 - 160,000; Full time

Benefits offered by this job

Employee assistance program (EAP) via

Professional growth opportunities

Job summary

Veolia Australia and New Zealand is seeking an experienced Customer Service Manager to lead the Papakura customer service and billing functions. You will guide strategic direction, commercial oversight and operational leadership across customer service, billing, revenue coordination and credit control.

This role is ideal for an accomplished leader in customer service, customer experience or utility billing who thrives on continuous improvement and delivering measurable outcomes for the community

Qualifications

• Experience leading customer service, customer experience or utility billing teams.
• Tertiary qualification in commerce, marketing, business administration, or related discipline.
• Experience with Voice of the Customer, NPS, CSAT or similar programmes.
• Strong analytical, financial and reporting capability, including advanced Excel.

Responsibilities

• Lead the Papakura customer service office and maintain high service standards.
• Manage team performance, KPIs, service levels, workforce planning and business continuity.
• Oversee billing cycles, tariff calculations, revenue reporting and credit control.
• Ensure billing accuracy, data integrity and compliance with policies.
• Handle complex customer queries, disputes, leak allowances and escalated complaints.
• Develop and maintain complaints, dispute resolution and service recovery processes.
• Lead Voice of the Customer programmes and customer insights initiatives.
• Drive system/process improvements and operational efficiency.

Skills

Customer service management

Leadership

Billing & revenue

Stakeholder management

Analytical skills

Excel

Communication

Education

Commerce / Business Administration degree

Tools

Billing systems

Job description

Veolia Australia and New Zealand is seeking an experienced Customer Service Manager to lead the Papakura customer service and billing functions. You will guide strategic direction, commercial oversight and operational leadership across customer service, billing, revenue coordination and credit control.

This role is ideal for an accomplished leader in customer service, customer experience or utility billing who thrives on continuous improvement and delivering measurable outcomes for the community