Customer Care Representative
Join a new customer care team that helps resolve water issues. Great culture, growth, and real community impact. Apply now!
Permanent position, in a new team developing ways of working
Rotational hours between 7am and 5pm, Monday to Friday
Convenient Petone location
The opportunity
Tiaki Wai has created a new customer care team so that the new water services entity has a direct relationship with the public, council service teams and water service customers.
The team will be the first point of contact for customers, handling inbound enquiries, triaging requests, and providing clear, timely updates. They will work closely with operational teams to support effective responses to network issues, as well as manage billing and general organisational enquiries.
Day to day you will;
Manage and triage enquiries across multiple platforms (direct calls, online chat, and email).
Create, update and prioritise fault and service tickets for real-time information sharing.
Support customers and the public with general enquiries and updates on known network incidents.
Use knowledge bases to direct technical enquiries and provide information on a wide variety of channels for development, billing or finance, careers, emergency response and council related enquiries.
Be a front facing individual for Tiaki Wai and build impactful relationships with council customer teams, internal service teams and other stakeholders to provide a supportive and enjoyable customer experience.
Work in a structured contact centre environment
About you
As an individual that enjoys solution-focused customer service, you will need to be effective at getting to understand a wide variety of organisational functions.
This will require you to have;
Good written capabilities, to provide information to others via customer management systems and other business applications.
A strong focus on customer satisfaction, with resilience to issues that have negatively impacted water consumers and sensitive issues.
Good at assessing and judging escalation of network faults and issues with the ability to get useful information by asking prompting questions.
High attention to detail and ability to listen and de-escalate heightened customers.
A positive, can-do attitude
Previous experience in a contact centre or customer handling environment
We offer the opportunity to grow your skills in a high-energy, and supportive team that are just as passionate about supporting each other as we are our customers.
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 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 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: Sunday, 16 August 2026
How to apply
To 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: JoinUs@tiakiwai.co.nz
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.
- Department
- Customer
- Role
- Customer Care
- Locations
- Petone Office
Petone Office
Staff benefits
1. Inclusive Culture: It is important to us that people love our culture. We embrace a workplace where diversity is celebrated, and inclusivity is at our core. Our team is united by passion, dedication, and a shared care for water and our community.
2. Safety and Support: We provide an Employee Assistance Scheme for crucial personal support, along with wellbeing and lifestyle education delivered through our Wellbe Team, ensuring you feel supported in and out of the workplace.
3. Health is Wealth: We prioritise your health with an annual voluntary health "warrant of fitness," immunisations, and flu vaccinations. Moreover, enjoy annual subsidised vision testing and contributions toward glasses to ensure clear vision.
4. Work-Life Balance: Where possible there is access to flexible work practices. And take advantage of our annual leave, reaching five weeks after three years of service, and 10 days sick leave from starting with us. In addition, take one paid day a year for your personal Wellbeing. We also offer parental leave and partner entitlements to support you during significant life moments.
5. Comprehensive Benefits: We have partnered with providers for discounted Southern Cross medical insurance, periodic vision and hearing tests, and eyewear subsidies. You can also access discounts at a range of retailers via Boost. Gain access to top-notch gear, machinery, PPE, and tools, fostering a safe work environment if you are “on the tools”. We also offer a staff referral bonus paid when a person is recruited for a senior front line position, and we may offer relocation support if you need to move into the district to work here.
6. Professional Growth: Grow your skills with a range of development opportunities. Boosting your personal and work career.
7. Community Connection: You can take one paid day a year to participate in voluntary work on a water-related activity. And maybe join our active Waiata group and be part of a community that works together, sings, and thrives together.
