Customer Care Representative

Permanent position, in a new team developing ways of working Rotational hours between 7am and 5pm, Monday to Friday Convenient Petone location The opportunity Tiaki Wai has created a new customer care team so that the new water services entity has a direct relationship with the public, council service teams and water service customers. The 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 Tiaki Wai 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 an individual that enjoys solution-focused customer service, you will need to be effective at getting to understand a wide variety of organisational functions. This will require you to have; Good written capabilities, to provide information to others via customer management systems and other business applications. A strong focus on customer satisfaction, with resilience to issues that have negatively impacted water consumers and sensitive issues. Good at assessing and judging escalation of network faults and issues with the ability to get useful information by asking prompting questions. High attention to detail and ability to listen and de-escalate heightened customers. A positive, can-do attitude Previous experience in a contact centre or customer handling environment We offer the opportunity to grow your skills in a high-energy, and supportive team that are just as passionate about supporting each other as we are our customers. 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 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, 16 August 2026 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. #J-18808-Ljbffr