Head of Customer Billing Service

The opportunity

This is a unique opportunity to build, shape, and lead a critical customer function during a time of significant transformation. As Head of Customer Billing Services, you'll be responsible for creating a modern, customer-focused billing and revenue service that delivers confidence, simplicity, and trust for our customers. You'll lead an essential function at the heart of the customer experience, ensuring customers receive accurate, timely, and easy-to-understand billing services while helping prepare Tiaki Wai for the future. Reporting to the Chief Customer Officer, you'll play a key leadership role in establishing a new operating model, strengthening capability, and guiding the organisation through the implementation of a new billing platform. This is a rare opportunity to make a lasting impact by building the foundations of a high-performing service that will support our communities for years to come.

What you’ll be doing

You’ll lead the end-to-end billing and revenue function, balancing operational excellence with continuous improvement and customer experience.

• Leading all aspects of billing and revenue services, including billing cycles, payments, receipting, debt management, and customer hardship processes.
• Ensuring smooth, reliable service delivery through multiple phases of organisational change and growth.
• Building trusted partnerships with councils, technology providers, and stakeholders across the business.
• Driving strong operational controls, revenue assurance, reporting, and risk management practices.
• Designing and embedding the future operating model for Customer Billing Services.
• Building team capability, creating scalable processes, and establishing a high-performing culture.
• Leading business readiness activities for the migration to the Kraken platform and supporting successful implementation and stabilisation.
• Identifying opportunities to improve customer experiences, simplify processes, and enhance service performance.

About you

You're a people-focused leader who understands that great billing services are about more than transactions; they're about building trust with customers. You bring a combination of operational expertise, commercial awareness, and genuine care for both customers and teams. You enjoy leading through change, creating clarity in complexity, and bringing people together to achieve shared goals. You’ll be energized by the opportunity to build something new, improve how things work, and leave a lasting legacy through the capability, systems, and culture you help create.

You’ll bring

• Proven experience leading billing, revenue, or customer operations functions.
• Strong knowledge of billing systems, controls, revenue assurance, and operational management.
• Experience designing or implementing operating models and service delivery frameworks.
• Exceptional leadership skills with a track record of building engaged, capable, and high-performing teams.
• Experience partnering with technology teams to deliver systems and process improvements.
• Strong stakeholder management skills and the ability to build credibility and influence at all levels.
• A customer-first mindset and a passion for continuous improvement.

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.

• 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, please copy and paste the URL below into your internet browser's address bar: https://drive.google.com/file/d/1rDlsF7y0Ds_vWy54jyPc0NoX2T_H7lAY/view?usp=sharing

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 curren