Customer Insight Advisor

4 days ago


Wellington, Wellington, New Zealand Environmental Protection Authority Nz Full time

As New Zealand's environmental regulator, the work we do today helps shape the future of our tomorrow.Our purpose | To tatou kaupapaWe are the Environmental Protection Authority (EPA), Aotearoa New Zealand's independent environmental regulator.
Our role is important: to help protect our country's unique way of life by looking out for the health of its environment, its economy and its people.Our kaupapa is about making the right decisions based on evidence, matauranga, and science.
At the EPA, we encourage big ideas and bold goals.What we achieve today helps shape the future of Aotearoa for generations to come.Come join usWe welcome you to join us on our journey to a healthy environment that benefits us all.Jump in the waka – make history with us.About our group | Mo te roopuThe Corporate Services Group works in close partnership with the wider business to lead, support, and enable the EPA to achieve its strategic intentions and effectively and efficiently deliver its core functions.There are four teams within the Corporate Services Group.
These are:Information Management and TechnologyFinance and Business ServicesPeople and CapabilityCommunications and Customer (which comprises two sub-teams: External Communications and Customer Experience)This role sits within Communications and Customer, in the Customer Experience team.Our work aims to build trust and confidence in the EPA.
One way we do this is by making it easy for people to connect with the EPA to access the right information in a way that suits them.About the role | Mo te tungaAs part of our contact centre, you'll be the first point of contact for people reaching out to the EPA.You'll be answering calls and responding to emails, providing clear and accurate information, and ensuring every interaction is a positive experience.
You'll also have time away from the phones to contribute to the wider work of our Customer Experience team – identifying and fixing customer pain points.This role will offer plenty of scope to help us further design and improve our systems and processes to make sure we're delivering the best service to our customers.
We will provide you with training in a wide range of areas that EPA regulates, such as the Emissions Trading Scheme and Hazardous Substances.We'd love you to bring your enthusiasm for continuous improvement as we'll be looking to you to help us understand why our customers are calling, to identify contact themes or emerging issues, and to use these insights so we can improve our online tools, processes and services.There will also be opportunities to flex and extend your skills by supporting other work in the Communications and Customer team, and across the EPA.About you | Mohou akeSkillsWe don't expect you to know everything from day one, but we'd love our successful candidate to have some of the following skills and attributes:Strong verbal and written communicationA friendly, patient, and professional approach to customer serviceAbility to learn and navigate systems quicklyAttention to detail and good problem-solving skillsA track record of building and maintaining effective working relationshipsPrevious customer service experience (contact centre experience is a bonus but not essential)A relevant tertiary-level qualification (again, this one's advantageous but not essential)If you enjoy helping people and want to be part of a team that makes a difference, we'd love to hear from you.What's in it for you | Nga ahuatanga kei a matouThere Are Extra Benefits To Working At The EPAFlexible working cultureThree additional annual leave days between Christmas and New Years in addition to four weeks' annual leave$400 gross payment to help you set up working at homeAn annual paid EPA Environment Day to support the community with environmental initiativesIn-house Maori cultural capability building programmeLearning opportunities, including the annual EPA SymposiumActive and lively social club, and diverse groups and support networksEPA awards recognising individual and team effort.Salary range |$57,824 - $85,686 per annum (midpoint $71,405).This is the full salary range.
Appointments will likely be made at or below the midpoint of this range, depending on skills and experience.
An appointment at the midpoint assumes 100% competency in the role, with the full band covering a range of 80% - 120%.How to apply | Me pehea te tuku tonoApply directly by completing the online application form and submitting your CV and cover letter.Please note: your cover letter will form a key part of our assessment process.
Please highlight how your experience relates to the requirements for this role and tell us about you, your values and/or whakapapa and motivations for the role.View the Position Description for further information, contact ****** or check out the careers section of our website www.epa.govt.nz/careers.For more information, please contact ****** or check out the careers section of our website www.epa.govt.nz/careers.Applications close | Ra Katinga5.00 pm, Thursday 27 March 2025.We will review applications as they are submitted and may begin our selection process prior to the end of the application stage.
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