Customer Care Lead at Wellington Water

Lower Hutt, Wellington, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

21 Jul, 26

Salary

142765.0

Posted On

22 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team leadership, Customer service, Contact centre management, Conflict resolution, Workflow management, Stakeholder support, Continuous improvement, Reporting, Coaching, Triage, Communication skills, Relationship building

Industry

Utilities

Description

Lead a high-performing customer care team Shape consistent, high-quality customer experiences Based in Petone This is a full-time position of 40 hours per week The remuneration range for this role is $101,125 to $142,765 (including KiwiSaver) depending on skills and experience The opportunity As Customer Care Lead, you will provide people leadership and day-to-day operational leadership within our Customer Care function. You will support the delivery of consistent, high-quality customer and stakeholder support across multiple channels while coordinating complaints, escalations, workflow management and continuous improvement. You will be responsible for: Leading and coaching a customer care team to deliver responsive, customer-focused services Overseeing service delivery across phone, email, webform and other customer channels Coordinating triage, escalations and workflow, ensuring enquiries are directed correctly the first time Monitoring service performance, demand and quality, and providing meaningful reporting and insights Driving continuous improvement, identifying process gaps, customer pain points and improvement opportunities About you You’ll be a confident, customer‑focused professional who thrives in startup environments. As this is a newly established role with a new team, experience forming teams will be a strong advantage. We’re looking for someone with the capability to hit the ground running, bring structure and insight to a developing function, and help shape how this new area operates. You’ll be proactive, adaptable, and comfortable taking ownership, with the maturity and experience to contribute from day one and drive positive customer outcomes in a fast‑paced, evolving environment. To be successful in this role you will bring: Proven experience leading or coaching a customer service or contact centre team Strong capability in handling customer enquiries, complaints and escalations Sound knowledge of customer service, triage and multi-channel support best practice Excellent communication skills with a strong customer focus and sound judgement Demonstrated ability to build strong relationships and work collaboratively 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 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 Wellington Water Ltd 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. From 1 July 2026, a new chapter in water services begins. Tiaki Wai will take over responsibility for providing Three Waters Services to approximately 433,000 residents across the Wellington metro regions. Tiaki Wai will own the water assets it operates giving it greater independence to manage and improve water services for current and future communities, Wellington Water employees will transition into this new council-owned entity. The value of water (a precious taonga) sits at our organisational heart. Our people are passionate about providing water services for our communities and environment which is reflective in our values; Tangata Tiaki, Whānau and Mana. Applications close: Wednesday 6 May 2026. 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 for safety sensitive roles 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.

Responsibilities

The Customer Care Lead will provide operational leadership and coaching to a customer care team to ensure consistent, high-quality service delivery. They are responsible for managing workflows, handling escalations, and driving continuous improvement across multiple communication channels.