Job Description

Customer Experience Specialist

Full-time | Permanent

Help keep our customers informed, supported and connected.

This is a varied, fast-paced role where you’ll support customers, coordinate information and help keep communication flowing across the business. It’s ideal for someone who enjoys variety, takes pride in delivering great service and can stay organised when priorities shift throughout the day.

Why join Waipā Networks?

We’re a community-owned electricity distribution business supplying power to more than 60,000 people across Cambridge, Te Awamutu, Kāwhia, Tamahere and the wider Waipā district.

We’re proud to play an important role in keeping our community connected. Our Customer and Community team is central to that, helping customers get the information, support and service they need while building strong relationships across the region.

When you join us, you’ll be part of a supportive, down-to-earth team where your work makes a real difference for our customers and community.

What the role involves

As our Customer Experience Specialist, you’ll be a key point of contact for customers, helping with enquiries, service issues, outages, connections, billing-related queries and other network matters.

No two days are the same. You’ll manage calls, emails, customer requests and escalations, while also supporting our wider network and operations teams with fault response, planned outages and field administration.

You’ll help make sure customers receive clear, timely and accurate information. The role requires strong communication, sound judgement and the ability to balance customer needs with operational priorities.

In this role, you’ll:

· Provide first-line customer support by phone, email, Facebook Messenger and in person at reception

· Respond to customer enquiries, complaints and service issues with professionalism and care

· Support complaint investigations and first-line resolution in line with Utilities Disputes guidelines

· Help coordinate planned outage communications and customer notifications

· Support fault response administration, including receiving, logging, dispatching and closing jobs

· Provide administration support for new connections, metering, distributed generation approvals and outage reporting

· Maintain accurate customer, operational and network records across business systems

· Support relationships with customers, electricians, retailers, contractors and internal teams

· Prepare reports for audit purposes and keep key processes documented and up to date.

About you

You enjoy working with people, solving problems and being part of a team that plays an important role in the community.

You’ll bring:

· At least two years’ experience in an administrative, coordination or customer-focused role

· Strong written and verbal communication skills

· Sound judgement and confidence managing customer queries or complaints

· The ability to multitask, stay calm under pressure and adapt when priorities change

· Strong attention to detail and confidence maintaining accurate records

· Strong systems and computer skills, with the ability to learn new tools quickly

· A proactive, solutions-focused approach and a genuine commitment to customer experience.

Experience in electricity distribution, utilities, infrastructure or another operational service environment would be an advantage, but it’s not essential. What matters most is your ability to build trust, communicate clearly, stay organised and deliver a positive customer experience.

What you’ll enjoy

· Career development opportunities

· A meaningful role supporting an essential local service

· Fully funded health insurance for you and your whānau

· Life insurance cover worth twice your base salary.

How to apply

We run a structured, in-house recruitment process, including pre-employment vetting. You’ll need the right to work permanently in Aotearoa New Zealand and be currently living here.

Recruitment agencies, kia ora, but we’ve got this one covered.