Senior Customer Solutions Officer

Here at South Waikato District Council, the community is at the heart of our priorities because we are an integral part of it. Our district provides accessible living, educational choices, breathtaking scenery, and a community that takes pride in its warmth and friendliness. Te āheinga: The opportunity To provide advanced professional and responsive services to complex queries or circumstances by coordinating and facilising responses to queries and requests for information. Act as a subject matter expert, support peers through providing operational guidance, and contribute to continuous improvement within the team. Responsible for managing queries and acting as the main point of contact for customers throughout their service journey, ensuring their needs are met efficiently, fairly and in line with relevant policies and legislation. The Senior Customer Solutions Officer will: Act as the primary contact for customers, building strong and respectful working relationships and handling queries, requests and complaints in a timely and professional manner. Assesses individual customer needs and circumstances to determine appropriate services, support and follows through to the conclusion of the query. Manage complex or escalated customer cases requiring higher-level decision-making. Provide informal leadership and role modelling to Customer Solutions Officers. Share technical knowledge, assist in onboarding or training of new staff. Act as a resource for complex queries and contribute to building team capability. Provides accurate information, advice and guidance using the range of tools provided, and in accordance with organisation policy and procedures. Monitors query progress, prioritising if required to support optimal outcomes. Coordinates with internal teams and external providers to support seamless service delivery. Creates and maintains accurate and up to date records and information about customer interactions. Works to a roster that ensures that the team provides an agile and responsive service delivery across the district. Resolves as many issues as possible at the first point of contact. Full details of key responsibilities are available in the Position Description. To be successful in this role, we are looking for someone with: Strong communication, interpersonal, and relationship-building skills, with the ability to work effectively within a team and engage with a diverse range of people. Highly organised with strong administrative skills, attention to detail, and a high degree of digital literacy and competency. Demonstrated decision-making skills, sound judgement, and the ability to adapt to new systems and ways of working. Problem‑solving skills and ability to juggle priorities. Experience in managing customer queries end to end. Strong information and digital literacy skills. High level of accuracy and attention to detail. Take initiative and self‑manage a varied workload to effectively multi‑task, prioritise, and work to defined and competing deadlines. Outside of work benefits, we also offer: Free flu vaccinations Subsidised skin‑checks and eye tests Free parking Discounts at our leisure pool facilities Ongoing training and development And much more! This is a Fixed‑Term Full‑Time, 40 hours per week between Monday to Sunday (with flexibility with rostered shifts, operating on a three‑weekly rotating roster which includes one weekend shift per cycle) based in Tokoroa. We have a strong safety culture, so we require preferred candidates to undergo pre‑employment drug and alcohol testing. Please also note that you must have the legal right to live and work in New Zealand to be considered for this role #J-18808-Ljbffr