Customer Complaints Specialist

He korero mo matou | About Watercare

Ki te ora te wai, ka ora te whenua, ka ora te tangata

When the water is healthy, the land and the people are healthy

Now is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $3.8 million every day!

He whakamarama mo te turanga mahi | About the role

Join Watercare's Finance team! You will be working with a fantastic bunch of people who are passionate about what they do.

Our Customer Complaints Specialists or Infrastructure Growth Charge Specialists as we call them are responsible for protecting Watercare's revenue by resolving reports of revenue loss and delivering initiatives to prevent future occurrences. There are opportunities to grow your skills in negotiation, problem solving, data analysis, change management and training in a customer service-based role.

You'll be supported to develop an expertise in growth charging and share that expertise with customers and colleagues. While you'll be working with customers and spreadsheets daily, don't be surprised to find yourself delivering presentations in front of dozens of people, or onsite with customers learning about how they're saving water.

Some key responsibilities and deliverables for this role :

Educate customers on the impacts of their growth, baseline demand and support customers to pay growth charges or reduce their demand for our services.

Work across customer-facing business units to understand and deliver training requirements related to your area of expertise.

Protect the business from revenue loss through resolving reports of incorrect billing, undertaking root cause analysis and improving processes to minimise recurrences.

Carefully document investigations into unauthorised activity to ensure a successful outcome for Watercare in the event of legal action.

Nga pukenga e rapu nei matou | About you

Success in this role will require someone who has at least three years in a customer facing role and is an analytical thinker who has strong interpersonal skills and who is passionate about sustainability. You'll also have

Proven experience in a contact centre environment or a tertiary qualification in Commerce / Business

Intermediate proficiency with Microsoft Excel

Current full driver's license

Understanding of the NZ Water industry is desirable

Nga hua mou | What's in it for you

We offer a competitive salary and staff benefits package including :

• Training and development opportunities
• Life and income protection insurance plans
• Generous parental leave
• Employee discounts at a range of large retailers

Me pehea te tono mai | How to Apply

Come and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today -

careers.watercare.co.nz.