Permanent position, in a new team developing ways of working
Rotational hours between 7am and 5pm, Monday to Friday
Convenient Petone location
The opportunity
Wellington Water is creating a new customer care team so that a new water services entity ‘Tiaki Wai’ will have a direct relationship with the public, council service teams and water service customers.
This customer care team will be the first point of contact for customers, handling inbound enquiries, triaging requests, and providing clear, timely updates. They will work closely with operational teams to support effective responses to network issues, as well as manage billing and general organisational enquiries.
Day to day you will;
Manage and triage enquiries across multiple platforms (direct calls, online chat, and email).
Create, update and prioritise fault and service tickets for real-time information sharing.
Support customers and the public with general enquiries and updates on known network incidents.
Use knowledge bases to direct technical enquiries and provide information on a wide variety of channels for development, billing or finance, careers, emergency response and council related enquiries.
Be a front facing individual for Wellington Water and build impactful relationships with council customer teams, internal service teams and other stakeholders to provide a supportive and enjoyable customer experience.
Work in a structured contact centre environment
About you
As an individual that enjoys solution focused customer service, you will need to be effective at getting to understand a wide variety of organisational functions.
This will require you to have;
Good written capabilities, to provide information to others via customer management systems and other business applications.
A strong focus on customer satisfaction, with resilience to issues that have negatively impacted water consumers and sensitive issues.
Good at assessing and judging escalation of network faults and issues with the ability to get useful information by asking prompting questions.
High attention to detail and ability to listen and de-escalate heightened customers.
A positive, can-do attitude
Previous experience in a contact centre or customer handling environment
We offer the opportunity to grow your skills in a high-energy, and supportive team that are just as passionate about supporting each other as we are our customers.
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 Ltd 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. From 1 July 2026, a new chapter in water services begins. Tiaki Wai will take over responsibility for providing Three Waters Services to approximately 433,000 residents across the Wellington metro regions.
Tiaki Wai will own the water assets it operates giving it greater independence to manage and improve water services for current and future communities, Wellington Water employees will transition into this new council-owned entity.
The value of water (a precious taonga) sits at our organisational heart. Our people are passionate about providing water services for our communities and environment which is reflective in our values; Tangata Tiaki, Whānau and Mana.
Applications close: 10th May 2026
How to apply
To view a copy of the position description: click here.
To apply for the role, click on the ‘apply’ button or visit the Wellington Water Careers site, please note if you are a Wellington Water employee please apply using your work email.
For further information, email: JoinUs@wellingtonwater.co.nz
You must be legally entitled to work long-term in New Zealand to be considered.
Our water, our future.
Wellington Water is a Council Controlled Organisation (CCO) that manages the water infrastructure assets on behalf of Wellington, Hutt, Upper Hutt and Porirua city councils, South Wairarapa District Council, and Greater Wellington Regional Council, from source to sea. This includes all three waters - water supply, stormwater and wastewater.
We supply water, plan, investigate, design, project manage and maintain pipes, reservoirs and pump stations in the region. We are passionate about water conservation, efficiency and providing the best level of service for ratepayers in the Wellington region.
Want to work with us?
People work at Wellington Water because they want to make a difference. If you want to help deliver great outcomes to the community and influence the health, environment and wellbeing of the region, then our fast-paced company wants to hear from you!
We’re always on the lookout for great engineers, planners, operators and business folk with a passion and interest in the environment and the water industry.
In our fun, family friendly and flexible working environment, you will thrive if you value collaboration, hard work and delivering results.
If this sounds like you, then register your interest in working for us today at https://careers.wellingtonwater.co.nz/ and hear what’s it’s like to work at Wellington Water from the people who work here.
