Head of Customer Experience

Mō tēnei tūranga mahi | About this role

• Leadership role focused on outcomes for water service provisions
• Opportunity to further in-bed practices and customer engagement strategies
• Petone based position, through to June 2025

Due to internal secondment Wellington Water have a fixed-term position until June 2025 for a Customer Experience leader with a strategic and analytical approach to supporting our customer needs.

The opportunity

If you are passionate about developing high performance teams and influencing the wider organisation to deliver great customer experiences, then this is the role for you. As our Head of Customer Experience, you will have the opportunity to continue to develop our customer support, job dispatch and triage, and service delivery support teams to deliver the Customer Experience function at Wellington Water.

This role will see you draw on your strategic expertise to formulate customer strategy, services, policies, procedures and training requirements that focus on continual improvement. Utilising strong relationship management you will work collaboratively with Service Delivery leaders and Regional Engineering teams for solution-based approaches to customer issues and council requirements.

About you

To be successful in this role you will bring the following:

• Proven leadership and risk management skills
• Demonstrated expertise in developing and implementing customer strategies
• Strong coaching and mentoring skills
• Effective communication skills
• Proven ability to develop strong relationships both internally and externally
• Strategic thinking and analytical prowess in a regulated environment
• A qualification in customer service, contact centre, business administration or relevant working experience

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 can include:

• 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
• Five weeks annual leave accrual will be available following two years of continual service

For a full list of our employee benefits click here.

About us

Wellington Water 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 to manage the infrastructure and deliver water services to our communities.

The value of water (a precious taonga) sits at our organisational heart. Our people are passionate about providing waters services for our communities and environment which is reflective in our values; Tangata Tiaki, Whānau and Mana.

Applications close on Sunday, 20 October 2024.

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

Applicants will be required to undergo drug and alcohol testing prior to commencing employment with Wellington Water. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.