Watercare Services Limited

3 days ago


Auckland, Auckland, New Zealand Watercare Services Limited Full time

About Us

At Watercare Services Limited, we're passionate about providing high-quality drinking water and wastewater services to our community. Our Laboratory Services business unit plays a critical role in ensuring the safety and quality of our water supply.

We're seeking an experienced Department Head - Customer Solutions to join our team based in Mangere, Auckland. As a key member of our leadership team, you'll be responsible for optimising the commercial, scientific, and technical performance of three key functions: Sampling Logistics, Sample Reception, and Customer Liaison.

Your Key Responsibilities:

  • Develop and maintain a culture that prioritises the safety of every individual.
  • Manage the workforce to ensure optimised efforts every day of the year.
  • Develop business improvement practices that drive efficiency within a safety-first environment.
  • Foster a customer-centric mindset, providing excellent customer experiences and service from new business enquiry through to results provision.
  • Lead laboratory customer relationship management and communications through various digital mediums and in-person account management activities.
  • Lead the Customer Liaison function, ensuring excellent client satisfaction levels.
  • Lead the Sampling Logistics function, efficiently gathering test samples in compliance with accredited sampling procedures.
  • Lead the Sampling Reception function, ensuring accurate and efficient management of internal and externally gathered samples, processing them through to the laboratory teams.
  • Ensure required quality assurance standards and timeframes are met consistently.
  • Contribute to Laboratory Services' financial performance optimisation.

About You

We're looking for a people leader who has excellent communication skills and the ability to build strong relationships across the business. Your background should include:

  • An excellent safety record and safety leadership experience.
  • 5-10 years' experience of leading teams and driving performance.
  • 5-10 years' experience of field services, logistics, or process/compliance-driven operations.
  • Commercial management of a profit centre, including costing and pricing.
  • The ability to meet tight deadlines and stringent customer requirements.
  • Key Account management and client liaison experience is advantageous.
  • A relevant tertiary qualification, a science-based qualification is advantageous.
  • Water industry experience beneficial.


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