Customer Information and Escalations Coordinator

5 days ago

Lower Hutt, New Zealand Wellington Water Full time

Help us to protect resources and achieve resolution for customers
- A rewarding role offering variety, challenge, and pathways for growth
- Petone based with hybrid working

This is a full time position of 40 hours per week

The remuneration range for this role is $55,000 to $75,000 (including KiwiSaver) depending on skills and experience

**The opportunity**

You’ll play a key role in our resolutions team, ensuring a fair outcome is provided to our customers while minimizing the impact to the organization and our client councils. Working across both the incident coordination and resolution administration functions, you’ll be involved in a variety of impactful work as you triage and allocate customer complaints and appropriately investigate and resolve escalated customer complaints. The role also supports our incident and escalations function, leading the communication to key stakeholders around outages, incidents and planned works.

**About you**

To be successful in this role you will bring:

- Outstanding customer service and communication skills to effectively respond to customers in a range of situations with empathy
- Experience in an administration or operational coordination role, with disputes resolution or incident management experience strongly preferred
- Computer literacy - particularly with the Microsoft Office Suite and ideally having worked with incident management systems/processes
- Highly developed listening, verbal, and written communication skills.
- Excellent time management, accuracy and attention to detail to work to deliver in a SLA driven environment
- The ability to work on-call afterhours 1 week per month as part of our rostered team coverage

You’ll have the opportunity to grow your skills in a high energy, fun and supportive team who are just as passionate about supporting each other as we are our customers. We also work to business hours rostered between 7am-5pm weekdays - so there is the bonus of no weekend or evening work outside of the on-call roster.

**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 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: 29th January 2024**

**How to apply**

To view a copy of the position description: click here
- 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._

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