Head of Customer Billing Services
Lead the future of customer billing at Tiaki Wai.
Build a great customer billing experience
Help guide an exciting transformation
Grow capability and improve outcomes
The opportunity
This is a unique opportunity to build, shape, and lead a critical customer function during a time of significant transformation.
As Head of Customer Billing Services, you'll be responsible for creating a modern, customer-focused billing and revenue service that delivers confidence, simplicity, and trust for our customers. You'll lead an essential function at the heart of the customer experience, ensuring customers receive accurate, timely, and easy-to-understand billing services while helping prepare Tiaki Wai for the future.
Reporting to the Chief Customer Officer, you'll play a key leadership role in establishing a new operating model, strengthening capability, and guiding the organisation through the implementation of a new billing platform. This is a rare opportunity to make a lasting impact by building the foundations of a high-performing service that will support our communities for years to come.
What you'll be doing:
You'll lead the end-to-end billing and revenue function, balancing operational excellence with continuous improvement and customer experience.
Key responsibilities include:
Leading all aspects of billing and revenue services, including billing cycles, payments, receipting, debt management, and customer hardship processes.
Ensuring smooth, reliable service delivery through multiple phases of organisational change and growth.
Building trusted partnerships with councils, technology providers, and stakeholders across the business.
Driving strong operational controls, revenue assurance, reporting, and risk management practices.
Designing and embedding the future operating model for Customer Billing Services.
Building team capability, creating scalable processes, and establishing a high-performing culture.
Leading business readiness activities for the migration to the Kraken platform and supporting successful implementation and stabilisation.
Identifying opportunities to improve customer experiences, simplify processes, and enhance service performance.
About you
You're a people-focused leader who understands that great billing services are about more than transactions; they're about building trust with customers.
You bring a combination of operational expertise, commercial awareness, and genuine care for both customers and teams. You enjoy leading through change, creating clarity in complexity, and bringing people together to achieve shared goals.
You'll be energised by the opportunity to build something new, improve how things work, and leave a lasting legacy through the capability, systems, and culture you help create.
You'll bring:
Proven experience leading billing, revenue, or customer operations functions.
Strong knowledge of billing systems, controls, revenue assurance, and operational management.
Experience designing or implementing operating models and service delivery frameworks.
Exceptional leadership skills with a track record of building engaged, capable, and high-performing teams.
Experience partnering with technology teams to deliver systems and process improvements.
Strong stakeholder management skills and the ability to build credibility and influence at all levels.
A customer-first mindset and a passion for continuous improvement.
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: Thursday, 17 September
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
- 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.
