Customer Relations Advisor

Become a key member of the Customer Business Performance team
- Provide high level customer service with a focus on first contact resolution
- Permanent opportunity based in Palmerston North

**Te Whiwhinga mahi | The opportunity**
Be part of a land transport system that truly connects people, products, and places for a thriving Aotearoa.

As a Customer Relations Advisor, you'll join a close-knit team to assess, investigate, and manage the resolution of customer complaints and feedback, ensuring timely and quality responses are delivered to achieve the right outcomes.

You'll be a key member of the Customer Business Performance team, ensuring that complaints are managed with a consistent approach and ensuring insights are effectively utilised to inform service improvement. This role operates in a complex environment and involves high profile stakeholder engagement and effective cross-team collaboration.

You'll work closely with the wider Customer Services Ropu focusing on improving processes to provide a more proficient and efficient service, with a strong focus on the overall customer experience.

Please click here for the position description.
- We are seeking to appoint at a salary between $68,241 -$79,614 commensurate with skills and experience._

**Ko koe** **tenei | About you**
We would love to see a diverse range of backgrounds and experience, but a few things that stand out to us that make a great Customer Relations Advisor include:

- Proven experience in sound decision-making, complaints management, and risk identification - your judgment is trusted, and your actions make a real difference.
- Exceptional ability to uncover the root causes of failure demand, ensuring every solution is right the first time.
- Strong communication skills - your writing, editing, and proofing in plain language mean our messages always hit the mark.
- Quick, creative problem-solving skills - you see possibilities where others see obstacles.
- An inquisitive, investigative, and critical mindset that pushes you to dig deeper and think bigger.
- A genuine drive to deliver customer service excellence, especially within the unique landscape of government services.
- Strong knowledge of legislation - you know the rules and regulations inside out, ensuring every decision is not only effective but compliant and fair.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Maori and promote tikanga and Te Reo Maori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service.

**Ko wai matou | About us**
At NZ Transport Agency Waka Kotahi, it all starts with our people. The organisation's performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. NZ Transport Agency Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

The Customer and Services Group helps deliver a positive land transport experience by making interactions with NZ Transport Agency Waka Kotahi products and services simple, easy to use and effective for users.

**Ka whiwhi koe i te aha | What you will get in return**
- Competitive salary and benefits package.
- Flexible working arrangements, including hybrid options.
- Along with our other'benefits'we also have 5 weeks annual leave and an Income Protection and Critical illness Insurance scheme available for all permanent employees.

**Ra Katinga | Applications close**:17 September 2025

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA| Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.