Customer Resolution Specialist

Leverage your complaints resolution to achieve meaningful outcomesOngoing development to support your growthConvenient Petone location with hybrid working optionsThis 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 opportunityYou 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 partiesPrepare written communication with a high standard of accuracy and presentationIdentify applicable legislative, policy and procedural requirements that assist with the evaluation of the issue/complaintLead continuous improvement to the workflows and processes across the teamAbout youYou’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 roleA strong customer focus with the ability to build and maintain a broad range of relationshipsExpert listening, verbal, and written communication skillsThe ability to analyse data and interpret trendsExcellent time management, attention to detail and problem-solving skillsYou 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.BenefitsAt 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 homeComprehensive wellbeing programme, including one paid wellbeing day annuallyFormal and informal professional development opportunities5 weeks annual leave accrual will be available following 2 years of continual serviceFor a full list of our employee benefits click here.About usTiaki 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 applyTo view a copy of the position description: click hereTo 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] 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.