Summary: Join a new customer care team at Wellington Water, providing essential support and building relationships for effective water services. Highlights: 1. Opportunity to shape new ways of working in a developing team 2. Engage with customers on diverse water service inquiries 3. Develop skills in a supportive, high-energy environment * Permanent position, in a new team developing ways of working * Rotational hours between 7am and 5pm, Monday to Friday * Convenient Petone location The opportunity Wellington Water is creating a new customer care team so that a new water services entity 'Tiaki Wai' will have a direct relationship with the public, council service teams and water service customers. This customer care 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 Wellington Water 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 someone who enjoys solution-focused customer service, you will need to be effective at understanding a wide variety of organisational functions. This will require you to have the following: * Good written communication skills to provide information via customer management systems and other business applications. * A strong focus on customer satisfaction, with resilience when dealing with issues that have negatively impacted water consumers and other sensitive situations. * The ability to assess and escalate network faults and issues appropriately, including gathering useful information by asking prompting questions. * High attention to detail and the ability to listen and de-escalate heightened customers. * A positive, can-do attitude * Previous experience in a contact centre or customer-facing environment We offer the opportunity to grow your skills in a high-energy, supportive team that is just as passionate about supporting each other as we are our customers. Benefits At Wellington Water, 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 the following: * Flexible working arrangements, including up to two days working from home * Comprehensive wellbeing programme, including one paid wellbeing day annually * Formal and informal professional development opportunities * 5 weeks annual leave accrual available following two years of continuous service For a full list of our employee benefits, click here. About us Wellington Water Ltd is the professional water services provider across Greater Wellington and South Wairarapa. Our job is to provide safe and healthy drinking water, collect and treat wastewater, and ensure the stormwater network is well managed. We're a multi-council-owned entity tasked with managing infrastructure and delivering water services to our communities. From 1 July 2026, a new chapter in water services begins. Tiaki Wai will take over responsibility for providing Three Waters services to approximately 433,000 residents across the Wellington metro regions. Tiaki Wai will own the water assets it operates, giving it greater independence to manage and improve water services for current and future communities. Wellington Water employees will transition into this new council-owned entity. The value of water (a precious taonga) sits at our organisational heart. Our people are passionate about providing water services for our communities and environment, which is reflected in our values - Tangata Tiaki, Whanau and Mana. Applications close on Sunday, 10 May 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 Wellington Water Careers site. Please note, if you are a Wellington Water employee, please apply using your work email. For further information, email: JoinUs@wellingtonwater.co.nz You must be legally entitled to work long-term in New Zealand to be considered.
Trademe · HR
Trademe · HR
