Customer Resolution Officer

- 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: [email protected]

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.