Customer Resolution Officer
If you’re passionate about achieving results and being a “go-getter” for the customer – this could be the job for you!
Help us to protect resources and achieve resolution for customers
A rewarding role offering variety, challenge, and pathways for growth
Petone based with hybrid working
This is a full-time position of 40 hours per week
The remuneration for this role is from $77,093 (including KiwiSaver) depending on skills and experience
The opportunity
You’ll play a key role in our resolutions team, ensuring a fair outcome is provided to our customers while minimising the impact to the organisation and our client councils.
Working across both the incident coordination and complaint resolution functions, you’ll:
investigate and resolve escalated customer complaints,
support and advise Council stakeholders, and
support communication to key stakeholders around outages, incidents and planned works.
About you
To be successful in this role you will bring:
Outstanding customer service and communication skills to effectively respond to customers in a range of situations with empathy
Disputes resolution or incident management experience (strongly preferred)
Computer literacy - particularly with the Microsoft Office Suite and ideally having worked with incident management systems/processes
Highly developed listening, verbal, and written communication skills
Excellent time management, accuracy and attention to detail to work to deliver in an SLA driven environment
You will have the ability to work on-call afterhours 1 week in 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 our customers. We also work to business hours rostered between 7am-5pm weekdays – so there is the bonus of no weekend or evening work outside of the on-call roster.
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, 27 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
- Role
- Customer Experience Team
- 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.
