Customer Resolution Specialist
If you’re passionate about achieving results and being a “go-getter” for the customer – this could be the job for you!
Leverage your complaints resolution to achieve meaningful outcomes
Ongoing development to support your growth
Convenient Petone location with hybrid working options
This is a full time position of 40 hours per week.
The remuneration range for this role is $89,151 to $104,884 (including KiwiSaver) depending on skills and experience.
The opportunity
You will manage the end-to-end resolution process for complex and escalated issues, complaints, and disputes. With ownership of your own portfolio of cases, you’ll take a hands-on approach to dealing with people who are facing challenging related water situations by proactively managing the workflow and undertaking a range of activities that result in a path to resolution.
Lead relationship management, acting as a liaison between multiple parties
Prepare written communication with a high standard of accuracy and presentation
Identify applicable legislative, policy and procedural requirements that assist with the evaluation of the issue/complaint
Lead continuous improvement to the workflows and processes across the team
About you
You’ll be an expert communicator, capable of skilfully resolving escalated cases with tact and diplomacy. Relationship management is your strength; you can consider multiple points of view, see the big picture, and can take a pragmatic approach bringing information together to reach a favourable solution.
To be successful in this role you will bring:
Demonstrated experience dealing with escalated issues and complaints, preferably in a case management, complaints resolution or 2IC role
A strong customer focus with the ability to build and maintain a broad range of relationships
Expert listening, verbal, and written communication skills
The ability to analyse data and interpret trends
Excellent time management, attention to detail and problem-solving skills
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: Thursday, 12 November.
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
- Location
- 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.
