Wai Hononga - Customer Services Lead

Taituarā; New Plymouth; Híbrido; NZD 105 000 - 165 000; Tempo integral

Resumo da oferta

Wai Hononga Water Services Limited, based in New Plymouth, is establishing a new public water services organisation. We seek a Customer Services Lead to shape the customer strategy, service standards and operating model, guiding engagement and service delivery for the New Plymouth region.

You will oversee customer experience, billing services and customer insights while collaborating with NPDC and other service providers to build Wai Hononga's future capabilities.

Qualificações

• Experience leading customer services, customer experience or service delivery in a complex organisation.
• Ability to develop customer strategies, service standards and improve customer outcomes.
• Strong strategic thinking, relationship management, influencing and communication skills.
• Experience working with service delivery arrangements, partnerships or shared services.
• Background in local government, infrastructure, utilities, regulated environments or organisational change is advantageous.

Responsabilidades

• Lead Wai Hononga's customer strategy, service standards and customer operating model.
• Lead customer experience, engagement, insights and continuous service improvement.
• Provide strategic oversight of customer services and billing arrangements, including NPDC-delivered services.
• Establish customer performance measures and use insights to inform service and investment decisions.
• Build strong relationships across Wai Hononga, NPDC, customers and communities.

Descrição da oferta de emprego

Wai Hononga Water Services Limited is a new Water Services Council Controlled Organisation (WSCCO) established under the Local Government (Water Services) Act 2025, owned 100% by New Plymouth District Council (NPDC). It will be responsible for the delivery of water services (two waters - drinking and wastewater) to the New Plymouth region.

We are seeking an experienced Customer Services Lead to lead the development of Wai Hononga's customer strategy, service standards and customer operating model, and help shape how we engage with and deliver services to our customers and communities in the future. Based in New Plymouth, this role offers the opportunity to combine strategic leadership with the rare experience of helping establish a new public water services organisation from the ground up.

About the role

Reporting to the Manager Partnerships & Performance, the Customer Services Lead will play a key role in shaping how Wai Hononga delivers trusted, customer-centred services.

The role provides strategic leadership across customer experience, engagement, billing services, customer insights and continuous service improvement. During establishment, you will work closely with NPDC and other service providers to oversee customer services delivered through Service Agreements, while progressively developing Wai Hononga's future customer capability and operating model.

Key accountabilities

• Lead Wai Hononga's customer strategy, service standards and customer operating model.
• Lead customer experience, engagement, insights and continuous service improvement.
• Provide strategic oversight of customer services and billing arrangements, including services delivered through NPDC.
• Establish customer performance measures and use customer insights to inform service and investment decisions.
• Build strong relationships across Wai Hononga, NPDC, customers, communities and other key stakeholders.

Customer Services Lead - Wai Hononga Water Services Limited

Wai Hononga Water Services Limited is a new Water Services Council Controlled Organisation (WSCCO) established under the Local Government (Water Services) Act 2025, owned 100% by New Plymouth District Council (NPDC). It will be responsible for the delivery of water services (two waters - drinking and wastewater) to the New Plymouth region.

We are seeking an experienced Customer Services Lead to lead the development of Wai Hononga's customer strategy, service standards and customer operating model, and help shape how we engage with and deliver services to our customers and communities in the future. Based in New Plymouth, this role offers the opportunity to combine strategic leadership with the rare experience of helping establish a new public water services organisation from the ground up.

About the role

Reporting to the Manager Partnerships & Performance, the Customer Services Lead will play a key role in shaping how Wai Hononga delivers trusted, customer-centred services.

The role provides strategic leadership across customer experience, engagement, billing services, customer insights and continuous service improvement. During establishment, you will work closely with NPDC and other service providers to oversee customer services delivered through Service Agreements, while progressively developing Wai Hononga's future customer capability and operating model.

Key accountabilities

• Lead Wai Hononga's customer strategy, service standards and customer operating model.
• Lead customer experience, engagement, insights and continuous service improvement.
• Provide strategic oversight of customer services and billing arrangements, including services delivered through NPDC.
• Establish customer performance measures and use customer insights to inform service and investment decisions.
• Build strong relationships across Wai Hononga, NPDC, customers, communities and other key stakeholders.

A full position description is available on request.

About you

You are an experienced customer leader who can think strategically while remaining strongly connected to what good service looks like for customers and communities. You are comfortable working across organisational boundaries, influencing senior leaders and service providers, and turning customer expectations and insights into practical improvements.

You will bring:

• Leadership experience across customer services, customer experience or service delivery in a complex organisation.
• Experience developing customer strategies, service standards and improving customer outcomes.
• Strong strategic, relationship management, influencing and communication skills.
• Experience working with service delivery arrangements, partnerships or shared services.
• Experience in local government, infrastructure, utilities, regulated environments or organisational transition would be an advantage, as will commercial experience.

Applications close on Friday, 30 October 2026